Quality Analyst

Quality Analyst

Requirements

• Bachelor’s degree preferred.
• Patient support program experience preferred (2+ years)
• Quality Assurance or Team Lead experience (1+ years) in a Call Center environment required.
• Must be able to manage multiple tasks and have excellent organizational skills.
• Ability to examine business environment and develop/execute in response to program opportunities.
• Candidate should have a working knowledge of the market including trends and issues as they relate to customer service and virtual communications.
• Ability to lead and drive for results in cross-functional teams. Strong planning and prioritization skills.
• Strong and effective presentation skills; excellent communications skills – both written and verbal.
• Initiative and vision: develop strategy and deliver results.
• Drive and enthusiasm.
• Exceptional interpersonal skills and the ability to build and inspire support for initiatives.
• Ability to build and maintain relationships with third parties using strong collaborative and communication skills.
• Fully competent in MS Office (Word, Excel, PowerPoint, Salesforce).
• Five9 Telephony platform experience preferred.

Responsibilities

• Monitoring ACSS Agent calls to assess patient interactions to ensure program guidelines are strictly adhered to for compliance.
• Monitor calls via silent monitoring of live calls or review of recorded calls.
• Manage reporting, documentation accuracy and call quality performance.
• Monitor telephony platform metrics for each Specialist.
• Prepare monthly individual and project summary reports for client.
• Assist with the planning and delivery of training and client periodic meetings.
• Monitor compliance regarding proper and appropriate use of approved client resources.
• Communicate with Program Managers on regular and timely basis.
• Ensure that ACSS Agents are interacting with customers in accordance with AbbVie guidelines and are serving the patients’ best interests.
• Monitor ACSS Agent performance and facilitate Program objectives utilizing a quality scorecard.
• Perform a continuous process of evaluating and identifying key behaviors that improve customer experience.
• Detect skills gaps or training needs.
• Assess ACSS Agent performance against defined Service Level Agreements with our Customer.
• Ensure agents are effectively completing assigned tasks, resolving issues, and answering customers’ questions.
• Facilitate high level customer service by assessing agent behavior with the goals of reducing negative patient experience, effectively use time and resources, and reduce agent attrition.
• Assess ACSS Agent interaction with customers against a set of quality standards which includes subjective components such as soft skills and courtesy.
• Identify historical trends through data analysis.
• Monitor trends within the call center, such as month over month Agent performance metrics and any missed SLAs at the agent or organizational level.
• Provide Quality Assessment review to Program Managers monthly and upon request.
• Any additional duties as assigned by program management.

Preferred Qualifications

• Bachelor’s degree preferred.
• Patient support program experience preferred (2+ years).
• Five9 Telephony platform experience preferred.