Contact Center QA Specialist

As our Contact Center QA Specialist, you will be instrumental in upholding and elevating the quality of interactions within our contact center, ensuring exceptional customer service and consistent adherence to operational standards.

Every day you will monitor and evaluate inbound and outbound calls, emails, and chat interactions, providing objective feedback and identifying areas for agent improvement. You will be expected to conduct regular quality assurance audits, analyze performance trends, assist in the development of training materials, and collaborate with team leads to coach agents and drive continuous improvement in customer satisfaction and compliance.

To be successful in this role, you must possess meticulous attention to detail, strong analytical capabilities, and excellent communication skills, coupled with a deep understanding of customer service best practices and contact center operations.

• Participates in building, testing and maintaining processes in the training environment.
• Collaborates in the development and maintenance of training materials, including but not limited to scripts, scenarios and training schedules.
• Delivers end user training and support, using existing training materials and procedures.
• Participates in workflow design and system build in order to gain an in depth knowledge of the system, including functionality and workflows.
• Troubleshoots and resolves issues and questions, referring more complex issues to Senior QA Specialist or to Supervisor.
• Incorporates new system functionality in training/education plans. Identifies ways to improve education/training plans.

***This position is remote

***Please note:  This position will work across all US time zones, so hours will vary

Minimum Qualifications:

- 2 years of experience in healthcare environment working with applicable EHRs, and conducting training.
- HS diploma or GED
- Experience using a clinical management system
- Demonstrated computer literacy and competency, including the use of word processing, databases, and email.
- Ability to support go-lives of system components as necessary.
- Demonstrated ability to deliver effective classroom training.
- Excellent communication and teambuilding skills.

Preferred Qualifications:

- Experience facilitating training to large groups preferred.
- 4 year degree, or equivalent work experience, preferred.
- Ability to critical analyze workflows for improvement preferred.

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.