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Analyst – Call Quality Assurance – IT
| Company | DaVita |
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| Location | Malvern, PA, USA |
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| Salary | $56500 – $65000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2-4 years experience in QA call quality.
- High School diploma required.
- Intermediate computer skills with proficiency in Microsoft Office.
- Minimum of 2 years analytics or quality assurance experience.
- Previous experience in a Call Center environment.
- Minimum 2 years of experience with NICE or other call QA software.
Responsibilities
- Interprets and implements quality assurance standards
- Evaluates and prepares adequacy of quality assurance standards
- Identifies training needs and organizes training interventions to meet quality standards
- Creates reports to communicate outcomes of call reviews
- Investigates customer complaints and non-compliance issues.
- Makes recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations
- Documents and participates in internal audits
- Maintains, updates and provides training on QA Dashboard (currently using NICE).
- Develops and implements new quality assurance requirements that meet compliance guidelines. This also includes creating and maintaining actionable call templates to measure agreed upon metrics
- Analyzes QA data, arranges reports, and conducts monthly calibration meetings with leadership.
Preferred Qualifications
No preferred qualifications provided.
