Quality Assurance Coordinator

The Quality Assurance Coordinator will monitor and evaluate recorded and/or live calls and chats between call center employees and customers. The Quality Assurance Associate will score the calls based on the scorecard and then provide feedback to management to help meet their goals. This will help identify any training needs to consistently meet goals for the department. The Quality Assurance Associate will also send the daily reports to management. The ideal candidate for this position would be dependable, self-motivated, able to complete tasks with limited supervision.

Responsibilities

Score inbound and outbound calls, emails and chats by objectively measuring skills in use of scripts, product knowledge, sales and service ability, diction, greeting, etiquette, objection handling and courteous close of call.

Provide direct feedback to leadership in response to evaluation findings.

Examine quality audits to identify ways to improve customer service processes.

Meet weekly call monitoring/scoring quotas.

Enter DOL and LOC information

For a virtual tour of the facility, please visit our website at parcbh.com.

Qualifications:

Qualifications

High School Diploma or equivalent

Prior experience performing QA duties is preferred

Not sure if you meet all the qualifications? Apply anyway! To provide truly innovative care, we need to have a diverse team around us. That’s why Discovery Behavioral Health is committed to creating an inclusive environment. If you find yourself meeting some but not all the above, we’d be happy to consider your application.

Additional Information

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, or national origin.

For more information about our company benefits, please visit us at discoverybehavioralhealth.com/careers/

Discovery Behavioral Health seeks to build a diverse staff that is reflective of the patients we serve and the communities where we work. DBH encourages multiple perspectives, experiences, and strives to hire and retain a diverse workforce.