Perform audits of consumer interactions (e.g., inbound and outbound calls, web requests, chats)
Score each interaction audited and provide quantitative and qualitative results on established criteria, such as service knowledge, use of scripts, customer service aptitude, active listening and diction, and efficiency, among other measures
Delivers coaching feedback to Specialists regarding all scored audits to assist with continuing education of departmental policy and process. Develop and recommend corrective action and monitor improvement.
Monitor performance trends and work with leaders to recommend improvements to training, workflows, knowledge document creation and any other areas that impact the consumer experience
Offer recommendations to leadership for improvement based on data analysis, trends, and/or behaviors.
Review post-call survey results and prepare recommendations based on consumer feedback
Ensure contact center is compliant with HIPAA and any other risk/compliance standards
Escalate safety concerns to CxC leaders immediately and work with teams to resolve any issues
Research and follow up on corporate escalation concerns
Clearly understand daily workflows across all CxC service areas
Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as appropriate
Partner with training to ensure department associates have proficiency in quality assurance tools and standards.
Adhere to department policies and procedures
Perform other duties as assigned by CxC leadership team
What You Will Need
Education and Experience Required:
1 years’ experience in a call center environment -OR-
Experience in a Quality Assurance or equivalent role
Fluency in English and Spanish strongly preferred
Knowledge and Skills Required:
Ability to articulate the mission of AH and the CxC
Demonstrated interpersonal, customer relations, and written and verbal communication skills
Ability to work in a matrix-management environment to achieve organizational goals
Collaborative, team-oriented, and a strong ability to lead
Personal commitment to promoting high performance
Demonstrated diplomacy and patience while interacting with colleagues and consumers
Personal integrity and an ability to work under stress
Strong organizational and coordination skills
Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
Flexibility with variable schedule(s) and overtime, as necessary
Ability to maintain confidentiality
Aptitude to work under limited supervision and ability to prioritize work to support various projects
Must be proficient with Microsoft programs such as Word, Excel, and Outlook
Technological aptitude to master additional programs and technologies
The Consumer Experience Center (CxC) Quality and Experience Analyst is responsible for working with cross-functional teams in a rapidly growing centralized environment to improve interactions between AdventHealth and its consumers. The Quality and Experience Analyst will audit calls, chats, and other consumer interactions to ensure that contact center representatives are meeting performance, quality, safety, and consumer experience expectations. The Quality and Experience Analyst will evaluate interactions and provide feedback to supervisors and coaching opportunities to specialists. Evaluations should be completed in a timely manner, with accuracy and using a consistent approach. It should include an approved impartial scoring and recommendations for improvement. Ideal candidates for this position will have a high attention to detail and effective communication skills; experience in quality and process improvement initiatives is an asset for this position. Key responsibilities of this role include ensuring that associates are delivering a high-quality experience at every consumer touchpoint and working collaboratively with other CxC staff and leaders to achieve quality and performance standards. The Quality and Experience Analyst will be expected to excel in a fast-paced environment and meet productivity goals, performing a required number of audits per week. The Quality and Experience Analyst reports to the department Manager and maintains a working knowledge of the CxC services, technology, and workflows.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.