Quality Specialist (Remote) - Call Center

Overview

The Quality & Training Specialist in the Solution Center is responsible for auditing phone interactions and conducting training programs to enhance employee performance in a call center environment.

In Short

• Conduct quality audits of call center interactions.
• Design and deliver training programs for team members.
• Evaluate and maintain training resources.
• Collaborate on updating training materials.
• Identify ongoing training needs through audits.
• Use technology to monitor call effectiveness.
• Establish training scripts for staff.
• Analyze data and prepare quality management reports.
• Build and manage an annual training program.
• Perform additional duties as assigned.

Requirements

• AA/AS degree in Human Resources or related field.
• 1 year experience in quality auditing in a call center.
• 3 years experience in employee training in healthcare.
• Excellent communication skills.
• Proficient in Microsoft Office Suite.
• Ability to work collaboratively in a complex environment.
• Fluency in spoken and written English.
• Willingness to travel up to 5% locally or nationally.
• Flexible to work evenings, weekends, and holidays.

Benefits

• Great compensation and comprehensive benefits.
• Career development and advancement opportunities.
• Work-life balance.
• Opportunity to make a difference in people's lives.