Quality Assurance Supervisor - (US-MD-Baltimore - 21298)

Minimum Education: None
Job Type: Full Time
Email this job to yourself or to a friend | Job Match Test | Resume Guide

Responsibilities : The Quality Assurance Analyst Supervisor will work closely with theManager of Training/Quality Performance to improve and maintain high performance of the Call Center Reps, and will play an important role in the development of the Call Center staff. The person will be responsible for monitoring, analyzing and managing call center monitoring programs and quality assurance guidelines. The person will also be expected to contribute towards process improvement and training. This position also works very closely with the CS Management Team to conduct audits and analyze results to further improve the quality of services provided to the Bravo members and providers.Essential Functions:Accepts and supports activities which aid call center in meeting regulation requirements.Oversee all auditing activities as related to Bravo Health call center. Audits will be conducted on all call types as well as written communications.

Requirements :Bachelors degree and/or relative experience a must.At least 3-5 years experience in QA, data analysis and management.Experience in call center leadership and auditing, necessary.Strong experience in the areas of customer service and call center management.Coaching and counseling history/experience a plus.Knowledge, Skills, Abilities :Identifying, analyzing and managing problems and recommending solutions.Possess excellent analytical skills and ability to convert data into graphs, charts and written narrative.Highly organized and can work independentlyProficiency with analytical tools, knowledge of data analysis methodology, use of presentation software,Strong communication skills, writing and speaking, and strong commitment to and affinity for delivering the highest level of customer service.Presentation skills.Computer Skills:Substantially knowledgeable of Microsoft Office including Outlook, PowerPoint, Excel and Word.

For more information of this job and to Apply Online, please visit us at http://www.employmentcrossing.com/lcjsjobdetail.php?akey=66acf31841de9b22fe34d6a59f0a454a

For more information please visit us at http://www.employmentcrossing.com