QUALITY ASSURANCE MANAGER NaviMedix
THIS JOB HAS EXPIRED About NaviNet:
As America?s largest real-time healthcare communications network, it is NaviNet?s mission to advance the efficiency and quality of care by delivering health plans, providers, patients and partners the advanced solutions, services and expertise needed to streamline business processes and drive industry-leading innovation.
The Quality Assurance Manager is responsible for leading operations efforts to improve and maintain quality standards for NaviNet?s customer support area. The Quality Assurance Manager will be expected to develop and implement quality tools and processes promoting customer requirements and a positive user experience. The Quality Assurance Manager will also be expected to advise on changes and their implementation within the organization and provide training, tools and techniques that improve the overall customer experience.
ESSENTIAL FUNCTIONS: (in order to be considered for this position, the individual must be able to perform essential functions listed below):
Oversee outsourced call center vendor?s performance
Coordinate and facilitate quality calibration sessions
Establish and report on quality score metrics, customer satisfaction scores, trend analysis and general support summaries to the Customer Service Managers
Examine and analyze the team?s performance against established quality requirements
Develop and maintain support documentation for adherence to department procedures and policies
Conduct ongoing training for customer support, call center vendor, new hires and existing staff
Identify training opportunities for external users
Collaborate and build strong relationships with internal teams and lead discussions and translate business needs and design/deployment decisions into operational support requirements
All other duties as assigned
To perform this job successfully, an individual must be able to perform each essential function listed above satisfactorily. Reasonable accommodations may be made in certain circumstances to enable individuals with qualified disabilities to perform the essential functions.
Bachelor?s degree in Computer Science, Information Systems, related degree or equivalent work experience
5+ years experience in a customer service environment, and 3+ years experience in training in customer service skills
Expert knowledge of quality assurance and call monitoring activities
Excellent verbal, written and presentation skills
Dedication to providing exceptional customer service
Proficiency working with CRM systems such as Oracle and Salesforce.com
Flexibility in training on an individual and team level
Desire to facilitate single call resolution and to provide exceptional customer service at all times
The ability to communicate complex solutions to non-technical and/or non-healthcare professionals
Ability to assess individual and team developmental needs
Strong attention to detail and desire to follow procedures
NaviNet is committed to providing equal employment opportunity (EEO) to all persons, regardless of proscribed category as protected by local, state and federal regulations. This applies to hiring, tenure of employment, and all terms and conditions of employment.
||Boston, MA |
THIS JOB HAS EXPIRED