Job Description

This position will perform routine audits on inbound and outbound calls, score calls according to a standard approach, collect and analyze data for opportunity, and participate in YM CARE Center projects focused on advancing and elevating customer service. The QA will work closely with YM CARE Center trainers and managers to drive results on key improvement opportunities.This role is Hybrid. Candidates will be required on-site 3-4 times per Month.Essential Duties1. Conduct random call, scheduling, and documentation quality audits within specified timelines and individually manage completion of the target number of audits required per agent. 2. Review and document inbound/outbound calls utilizing departmental quality monitoring standards and guidelines in order to ensure that quality policies and procedures are being met. 3. Compile and track performance at team and individual levels. 4. Analyze and prepare internal and external quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire CARE Center. 5. Provide monthly executive level summary of results from audits including action plans to elevate performance. 6. Leads CARE Center process improvement sessions to advance the design of the quality performance systems, training, tools, and processes. 7. Leads projects associated with enhancing the quality of service to both internal and external customers Participate in live call shadowing sessions to understand firsthand the needs and expectations of patients. 8. Maintain a thorough understanding of systems that support quality assurance functions, to include scheduling software, decision support or specialty profile software, phone recording system software and quality assurance database software. Adapt quickly to any changes in process or software. Be able to troubleshoot issues and report issues that will impact quality department. 9. Understand and support improvement of key metrics associated with CARE Center quality. 10. Provide ad hoc reports as requested in an actionable format. 11. Attend and actively participate in staff meetings and trainings. 12. May perform other duties as assigned.