As a member of the Call Center team, the Quality Control Specialist is responsible for monitoring, scoring and reporting on various departmental processes and productivity of the Call Center team members by utilizing quality control recording software. The primary focus of this role is to ensure accuracy of the information provided to the end-customer as well as overall customer satisfaction. This individual will ensure that the Call Center is meeting auditing guidelines and adhering to PHI and HIPAA. Additionally, this role will work closely with the Call Center management and training team to ensure consistency across all Call Center processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:
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