Homeoffice Consumer Experience & Quality Analyst chez AdventHealth Corporate

All the benefits and perks you need for you and your family:

• Benefits from Day One

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Shift:   Monday- Friday Fulltime 7:30 am-5:00pm

Job Location: Remote

The role you will contribute:

Responsible for working with cross-functional teams to improve interactions between the organization and its consumers. This position audits calls, chats, and other consumer interactions to ensure performance, quality, safety, and consumer experience expectations are met. Additionally, this role evaluates interactions and provides feedback to supervisors and coaching opportunities to specialists. In addition, this position completes evaluations in a timely manner, with accuracy and using a consistent approach. Responsibilities for this role include ensuring associates deliver a high-quality experience at every consumer touchpoint and working collaboratively with other staff and leaders to achieve quality and performance standards. Additionally, this role excels in a fast-paced environment and meets productivity goals by performing a required number of audits per week.

The value you will bring to the team:

• Delivers coaching feedback to specialists to assist with continuing education of departmental policy and process.

• Develops and recommends corrective actions and monitors improvement.

• Audits consumer interactions, including calls, web requests, and chats, to ensure quality and performance standards are met.

• Scores each audited interaction based on established criteria such as service knowledge, use of scripts, customer service aptitude, active listening, diction, and efficiency.

• Reviews post-call survey results and prepares recommendations based on consumer feedback.

• Monitors performance trends and collaborates with leaders to recommend improvements to training, workflows, and knowledge document creation.

• Offers recommendations to leadership for improvement based on data analysis, trends, and behaviors.

• Ensures contact center compliance with HIPAA and other risk/compliance standards.

• Escalates safety concerns to CxC leaders and works with teams to resolve issues.

• Researches and follows up on corporate escalation concerns.

• Understands daily workflows across all CxC service areas.

• Partners with training to ensure department associates have proficiency in quality assurance tools and standards.

• Performs other duties as assigned.

The expertise and experiences you’ll need to succeed:

• Ability to articulate the mission of AH and the CxC

• Call center environment experience

• Demonstrated interpersonal, customer relations, and written and verbal communication skills

• Ability to work in a matrix-management environment to achieve organizational goals

• Collaborative, team-oriented, and a strong ability to lead

• Personal commitment to promoting high performance

• Demonstrated diplomacy and patience while interacting with colleagues and consumers

• Personal integrity and an ability to work under stress

• Strong organizational and coordination skills

• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems

• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment

• Flexibility with variable schedule(s) and overtime, as necessary

• Ability to maintain confidentiality

• Aptitude to work under limited supervision and ability to prioritize work to support various projects

• Must be proficient with Microsoft programs such as Word, Excel, and Outlook

• Proficiency in the use of a desktop computer, including excellent typing skills

• Technological aptitude to master additional programs and technologies

Preferred Qualifications:

• Associate degree Preferred