Spec Quality Care - CS - San Juan Capistrano, CA req35947 in San Juan Capistrano, CA at Quest Diagnostics

Date Posted: 11/18/2019

Job Snapshot

Job Description

Spec Quality Care - CS- San Juan Capistrano, California - Monday - Friday

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:

The Quality Care Specialist is responsible for investigating, resolving, and identifying trending’s for problem trackings. Overall insurance that all quality trends are identified and have actions created to eliminate or reduce errors, which may include creating training materials and job aids. QC Specialists support the Quality Care Coordinators with any escalation, coaching, or monitoring’s they need assistance with, including providing information for employee performance improvement plans. Rebuttals are reviewed and handled by the QC Specialist. QC Specialists support the overall company goals to provide each client with a superior experience.

Principal Duties:

  • Participates in design of call monitoring program and quality standards.
  • Investigates and resolves problem trackings.
  • Participates and promotes Everyday Excellence.
  • Provides coaching on improvement opportunities and implements development plans (when required).
  • Ensures accurate communication and complete documentation for each call.
  • Provide complete and accurate reporting (including trend analysis) on a weekly/monthly basis.
  • Identifies top defects and develops solutions for common errors.
  • Calibrates quality assurance scoring with Supervisors, Trainers and WFM Analyst on a regular basis.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors electronic (email, fax, etc.) customer contacts.
  • Participates in the ongoing improvement and re-engineering of contact center processes; continually examines opportunities for quality improvements and adherence.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Conducts direct observations.
  • Leads by example in demonstrating everyday excellence behaviors.

Qualifications

Education Preferred:

  • High School diploma required; BS preferred

Work Experience:

  • 3-5 years customer service experience, with 2 years training or mentoring experience. Passion for providing exceptional customer service required.

Other:

  • Advanced customer service, interpersonal, verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Exceptional listening and analytical skills.
  • Strong knowledge of customer services processes and technology.
  • Dedication to providing exceptional customer service.
  • Ability to prioritize and meet deadlines in a fast paced environment.
  • Excellent attention to detail, problem solving, and organization skills.
  • Ability to maintain composure in stressful situations.
  • Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint).
  • Oracle, Kronos or ability to learn technology quickly.
  • Problem solving and data analysis skills required.
  • Proficient in current call quality monitoring system or subsystems (Preferred).
  • Must be available to work flexible hours to conduct morning and/or evening monitoring and feedback sessions.

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