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Location: Houston, Texas
Type: Full Time
Internal Number: 166300
The Contact Center Supervisor for Quality will be responsible for the day-to-day performance of a team of Call Quality Assurance Analyst in meeting/exceeding requirements through continuous improvement. The Service Quality Supervisor will be responsible for coordinating the timely completion of Member Services call quality audits, reporting findings at the agent, team, and departmental level for all lines of business. The Service Quality Supervisor will partner with training to identify training needs and lead monthly calibration sessions. The Service Quality Supervisor will assist in the development of a strategy to execute areas of deficiency and turnaround times for correction. The Service Quality Supervisor will complete quality review audits for all analysts to ensure that calls are being reviewed and scored according to quality guidelines. The Service Quality supervisor will be responsible for the specifications of Speech Analytics to ensure that accurate data mining is completed and the Voice of the Customer (VoC) is trended for continued improvement within the call center. The Call Quality Assurance Supervisor will be responsible for maintaining the design and updates to the Call Quality Assurance Monitoring Evaluation form to include software selection, loading of the evaluation,weights per category, deployment of software, and remaining abreast of new technology to implement within the call center.
- High School Diploma. Associates degree preferred.
- Three years of experience with health insurance, managed care, or other related experience required.
- Preferred knowledge of Contact Center operations
- Leadership qualities
- Software Proficiencies: Microsoft Word/Excel/PowerPoint required.
- Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.
- Experienced in a Health Care / Plan Customer Service Center professional.
- Individual should possess extensive knowledge of health insurance.
About Harris Health SystemThe Harris Health System is a fully integrated healthcare system that cares for all residents of Harris County, Texas. We are the first accredited healthcare institution in Harris County to be designated by the National Committee for Quality Assurance as a Patient-Centered Medical Home, and are one of the largest systems in the country to achieve the quality standard. Our system includes 23 community health centers, five school-based clinics, a dental center and dialysis center, mobile health units, a rehabilitation and specialty hospital and two full-service hospitals.Ben Taub Hospital is a world renowned Level I Trauma Center with 586 licensed acute-care beds and provides a wide range of specialty care outpatient services. Lyndon B. Johnson Hospital is a 328 licensed bed acute-care hospital with a newly expanded Level III trauma center and a distinguished regional center for neonatal intensive care for high-risk deliveries.Harris Health is a teaching system for Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth). We train the next generation of healthcare providers on the latest medical procedures and technological breakthroughs.With... our fully integrated electronic medical records system, we offer patients the convenience and assurance that their medical history is accurate, safe and available when and where it is needed. Our Medical Home designation ensures that we offer a full range of preventive, specialty and acute care services for the entire family.Show moreShow lessMore Jobs from This Employerhttps://careers.qualityforum.org/jobs/18633385/contact-center-supervisorLoading. Please wait.