PACC Quality Improvement Analyst -Warrenville, IL

Sro Corporate Center Warrenville 4201 Winfield Roadmid

OtherAnalyst

3 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Quality ImprovementReview recorded calls to assess adherence to department policies, procedures, and customer service standards.Deliver detailed,

Technical Tools

OtherAnalyst

$23.24 - $34.86 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Sign on bonus: N/A
Position: Patient Access Quality Improvement Analyst
Location: Warrenville, IL
Full Time/Part Time: Full Time
Hours: Monday-Friday: 8:30 AM- 5:00 PM
Required Travel: EEH & NCH plus occasional Skokie

Responsibilities

~2 min read

→Quality Improvement

Review recorded calls to assess adherence to department policies, procedures, and customer service standards.

Deliver detailed, constructive feedback to customer service representatives on performance issues and areas for improvement.

Work closely with team Leads to provide targeted coaching sessions based on quality review findings.
→Quality Improvement Initiatives

Collaborate with management to identify recurring performance gaps and develop initiatives aimed at improving service quality.

Recommend process changes and best practices to improve call center efficiency and customer satisfaction. Additionally, assume the leadership of the ongoing quality improvement program within the contact centers.

Identify and address impediments, outdated protocols, and conflicting information, and implement corrective measures to ensure continual improvement.

Compliance with Regulatory Requirement

Ensure that all interactions adhere to industry regulations and company compliance standards.

Conduct audits to verify compliance with privacy laws, scripts, and communication protocols.
→Knowledge Management

Help ensure that customer service representatives have access to up-to-date information by managing and updating the internal knowledge base with scripts, FAQs, and policy changes.

Ensure that training materials reflect current protocols and are aligned with quality standards.
→Quality Reporting

Assists in the creation of quality improvement (QI) reports for the leadership team, encompassing process audit findings, updates in knowledge management, and agent quality assessment scores.

Perform Other duties as assigned.
→

→Associates Degree Preferred
→2 Years Call Center Quality Assurance experience required
→Experience in contact center quality assurance and analysis programs
→Exceptional written and verbal communication skills
→A strong understanding of the contact center environment and the role Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent