2476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of America
Analyst, Call Quality Assurance
General Purpose of the Job
The Analyst, Call Quality Assurance conducts quality assurance audits of the following: inbound and outbound calls and chat transcript, assuring company standards are maintained and product integrity is preserved. Consults with leadership to resolve quality, compliance, and efficiency problems. Function in conjunction with leadership, compliance, training, on special department projects. This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. This position reports to the Senior Manager, IT Customer Experience
Essential Duties and 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
Education and Experience
-
2-4 years experience in QA call quality.
-
High School diploma required
Specialized Experience, Training, or Certifications
-
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
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
-
Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
-
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
-
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
#LI-SM5
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
This position will be open for a minimum of three days.
Salary/ Wage Range
$50,000.00 - $60,000.00 / year
Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.
Top Skills
What We Do
The name DaVita is an adaptation of an Italian phrase meaning “giving life.” We give life every day for our patients needing dialysis. Our mission is to be the Provider, Partner and Employer of Choice, and we are building the greatest health care community the world has ever seen, guided by our core values of: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun.
At DaVita, we’re a community first and a company second. We care for our teammates with the same intensity with which we care for our patients – and encourage our teammates to bring their hearts to work. That is, we can be the same people inside and outside of work because for us, it’s not work, it’s our passion.
