- TEKsystems (Raleigh, NC)
- …and communicating program expertise in areas such as training, call quality and quality monitoring , reports, workflow management, and program-specific ... procedures, and software systems if needed. * Responsible for monitoring new agent's performance. * Serve as an ongoing...other groups to identify training needs to ensure consistent call quality expectations are met. * Support… more
- Raymond James Financial, Inc. (St. Petersburg, FL)
- …customer management platforms to support business processes. + Demonstrated experience in quality assurance, call monitoring , coaching, or dispute resolution ... **Key Responsibilities:** + Conduct call evaluations to ensure compliance and service excellence....liaison for branch communications, ensuring clarity and alignment on quality standards. + Review and validate evaluations completed by… more
- University of Michigan (Ann Arbor, MI)
- …on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality ... evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and… more
- Houston Methodist (Katy, TX)
- …remain calm and patient in stressful situations + Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture) ... in a call center operation to include two years in quality assurance, process improvement, data analytics, or workforce management + Experience with Automated… more
- Ochsner Health (Lafayette, LA)
- …+ Has ongoing visibility (onsite and/or remote) within the contact center. + Conduct monthly call quality monitoring of team members and participate in ... patient scheduling accurately, timely, courteously, and professionally by evaluating call demand. Supervises ancillary procedure scheduling and assists with related… more
- Modivcare (AR)
- …reduction, focusing on top complaint categories. + Identifies training needs based on call quality monitoring and performance data. + Participates in ... call quality calibration meetings and appeals processes. + Oversees complaint and call quality processes, handling escalated calls as needed. + Assists… more
- Cedars-Sinai (Los Angeles, CA)
- …+ Certified Healthcare Access Associate (CHAA) certification preferred upon hire. + Prior quality assurance or call monitoring experience within healthcare, ... are worked according to established policies and procedures to meet data quality goals, comply with department procedures and policies, optimize point of service… more
- Leidos (Gaithersburg, MD)
- …center technologies and solutions such as PBX, ACD, IVR, CTI, WFM, Call Recording/ Quality Monitoring , Performance Management, eLearning, Intelligent ... Experience in managing and optimizing contact center operations, including workforce management, quality monitoring , and performance metrics. + Proven ability to… more
- Cedars-Sinai (Los Angeles, CA)
- …required. + Certified Healthcare Access Associate (CHAA) preferred upon hire. + Prior quality assurance or call monitoring experience within healthcare, ... is beneficial. **About Us** Cedars-Sinai is a leader in providing high- quality healthcare encompassing primary care, specialized medicine and research. Since 1902,… more
- Amazon (Seattle, WA)
- …and engineering teams delivering features and technology support spanning voice infrastructure, call quality monitoring , global telephony, and voice AI ... * Define and execute strategy for global voice coverage and quality * Create and deliver compelling content including executive presentations, technical… more