Quality Assurance Specialist

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Ovation Healthcare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 45 years

⚕️ Healthcare Insurance

☁️ SaaS

📚 Education

Healthcare Insurance • SaaS • Education

Ovation Healthcare is a leading provider of shared services for independent hospitals and health systems. With over 45 years of experience, the company enhances hospital and system performance through services like leadership advisory, supply chain management, revenue cycle management, technology services, and clinical care management. Ovation Healthcare is dedicated to supporting the financial and clinical needs of hospitals while preserving their focus on patient care and community wellness. Their educational programs and consulting services aim to strengthen hospital operations, making healthcare delivery more efficient and effective.

📋 Description

• Generate, update, and distribute reports as required, ensuring accuracy, timeliness, and relevance for team and management review. • Conduct call monitoring to assess agent performance, identify key trends, and provide actionable insights to the management team to drive performance improvements. • Analyze data from the quality management system to evaluate both team and individual performance, delivering constructive feedback to support continuous improvement. • Leverage customer service expertise to assess current practices, proactively identifying areas for improvement and recommending process enhancements. • Facilitate weekly QA training sessions for agents, focusing on enhancing call quality and aligning with performance standards. • Collaborate with leadership to mentor agents and guide them in improving call quality scores, providing support and development opportunities. • Coordinate and lead call calibration sessions with management, selecting calls for review, documenting key takeaways, and driving collaborative discussions to ensure alignment on quality expectations. • Assist other departments in locating missing calls from Five9, ensuring smooth issue resolution and continuous workflow. • Perform other related tasks as assigned, contributing to the success and effectiveness of the team and department.

🎯 Requirements

• High School Diploma or GED required. • Proven experience in analyzing, interpreting, and summarizing complex data related to contact center technologies is essential. • 1-2 years of experience with contact center Quality Assurance systems and processes preferred. • Alternatively, 3+ years of experience as a call center agent may substitute for Quality Assurance experience. • Familiar with basic call center workflow and processes. • Experienced with VoizTrails or similar evaluation software preferred. • Familiar with QA processes and practices. • Focused on quality and customer service. • Comprehensive understanding of quality assurance metrics. • Working knowledge of Windows-based systems and Microsoft Office products. • Understanding of legal rules and regulations pertaining to HIPPA.

🏖️ Benefits

• 100% Remote