Summary: The Reimbursement Accounts Client Interactions QA Specialist will be responsible for overseeing the quality initiatives of clients Client Service department. These responsibilities include calibrating quality scoring to client satisfaction across a group of department leaders. Additionally, this person will pull, review, and report on call information regularly. To succeed in this position the coach would materially increase client satisfaction and specialist performance through quality initiatives. They would also show constant calibration across our department. Duties: Conduct weekly calibration meetings with department leaders Review and report large amounts of data Pull calls and review them based Client Services Quality policy as well as upon client request Pull emails and review them based of the Client Service Quality policy as well as upon Client request Meet with team leaders and individual specialists regularly to provide and guide performance coaching. Aggressively review and coach new hires during the first few weeks on the floor Perform adhoc quality projects based on department needs Qualifications Passion for service to our customers, internal and external Able to work autonomously without constant supervision Self-motivated / self-starter Must have strong knowledge of Microsoft Office, especially Excel, Outlook, and Word. Excellent verbal and written communication skills Previous knowledge of Interactive Intelligence and Oracle CX are a big plus.
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