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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Quality Coordinator in Miami, Florida.

The Quality Coordinator ensures that the Contact Center Team maintains service level expectations and adheres to established policies and guidelines. This position supervises junior staff members and participates in training initiatives to ensure optimum efficiency within the unit.

CORE JOB FUNCTIONS

+ Serves as the quality assurance team lead, role model, and subject matter expert for staff.

+ Provides performance coaching and support to phone colleagues, including development of tracking tools and aids.

+ Coordinates the daily work activities of the Quality Assurance Team.

+ Completes weekly scorecards for all team members.

+ Monitors, listens, and evaluates inbound customer calls and emails.

+ Holds one-on-one meetings with staff to provide coaching and feedback.

+ Works with management to set Call Quality Standards based on industry best practices.

+ Participates in the development and improvement of call monitoring formats and quality standards.

+ Assists management in the recruitment, selection, and onboarding of quality analysts.

+ Prepares and analyzes internal and external quality reports for management staff review.

+ Coordinates and co-leads quarterly calibration meetings with supervisors and team leads to ensure consistency in scoring methodologies.

+ Maintains data collection for quality assurance metrics within internal departmental database.

+ Tracks internal quality scores, identifies quality trends, and suggests action items to senior staff.

+ Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Bachelor’s Degree in relevant field

Experience:

Minimum 2 year of experience

Knowledge, Skills and Attitudes:

+ Ability to communicate effectively in both oral and written form.

+ Ability to maintain effective interpersonal relationships.

+ Ability to work independently and/or in a collaborative environment.

+ Skill in collecting, organizing and analyzing data.

+ Skill in completing assignments accurately and with attention to detail.

+ Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

Department Specifics

The Quality Coordinator is responsible for ensuring the contact center team is maintaining service level expectations and adhering to established contact center policies and Quality Assurance guidelines. Performs tasks necessary to support the Quality Monitoring team and maintain quality and service standards within the organization. Under direct supervision, supervises a team of Quality Analysts, participates in QA and internal training initiatives, participates in quality calibration sessions and oversees the internal processes of the quality program.

• Serves as the Quality Assurance team lead and role model for and subject matter expert for staff, call center team leads and management team; provides performance coaching and support to phone colleagues, including development of tracking tools and aids.• Coordinates the daily work activities of the Quality Assurance team; completes weekly Agent Scorecards for all team members which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results; performs periodic quality analyst evaluations for consistency, fairness in scoring methodologies and training opportunities.• Monitors, listens and evaluates inbound customer calls and email; holds weekly one-on-one meetings to provide coaching and feedback as well as Quality Assurance team performance and goals.• Works with management to set Call Quality Standards based on industry best practices; participates in the development and improvement of call monitoring formats and quality standards; works with the Decision Support Analytical team to validate Quality Reports for the call center.• Assists management in recruitment, selection and onboarding of new Quality Analysts; leads and/or assists in the facilitation of the Quality Assurance Program for new hires; assists in training and coaching new agents in requirements and skills specific to their roles.• Prepares and analyzes internal and external quality reports for management staff review; coordinates and co-leads quarterly calibration meetings with supervisors and team leads to ensure consistency in scoring methodologies.• Maintains data collection for Quality Assurance metrics within internal departmental database; tracks internal quality scores – identifies quality trends and suggests action items to the Quality Manager and leadership team.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H7