Contact Center Quality Assurance Analyst
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Contact Center Quality Assurance Analyst

King of Prussia, PA

Recovery Centers of America

Recovery Centers of America (RCA) was created in pursuit of one goal: Help 1 million patients achieve a full life of recovery by providing evidence-based alcohol and drug addiction treatment, as well as eating disorder treatment. We believe patients who are treated well get well sooner, which is why we treat every patient with dignity, discretion, and respect.
We’re on a mission to deliver the highest-quality, most affordable, and most accessible addiction treatment available. More importantly, we’re on a mission to save lives. We provide our patients with a complete continuum of care including medically-monitored detoxification, residential inpatient, intensive outpatient (IOP), partial hospitalization (PHP) and general outpatient (GOP) – offered both in-person and via telehealth – as well as a variety of free community support meetings at our neighborhood-based centers for addiction treatment.

Summary

Are you interested in working for Recovery Centers of America? A company that is destigmatizing ADDICTION and creating a world class organization in the process, truly making the patient and their families their number one priority. We only want passionate and dedicated people to help us in our mission of saving 1 million lives.

The Contact Center Quality Assurance (QA) Analyst is responsible for monitoring and assessing Contact Center Customer Service calls for quality, efficiency, and performance. The Contact Center QA Analyst will monitor inbound and outbound calls and assess associates' demeanor, technical accuracy, customer service/sales performance, conformity to company policy and procedures and CMS guidelines and regulations. The Contact Center Quality Assurance Analyst may also conduct Salesforce documentation and reporting reviews for further quality assurance evaluation.

Responsibilities

  • Participate in customer and client listening programs to identify customer needs and expectations
  • Use quality monitoring system to compile and track performance at team and individual level
  • Provide actionable data and feedback to call center managers and leadership team
  • Measure agents’ use of customer service skills, approved communication materials such as call guides, frequently asked questions, and other knowledge articles to handle each customer interaction effectively and accurately
  • Identify and address potential customer interaction issues 

Qualifications

  • High school degree or GED required; Bachelor's Degree preferred
  • Minimum of 2 years of call center auditing or related customer service/call center operational experience required
  • Excellent understanding of systems and policies and procedures
  • Proficient in Microsoft Office Applications
  • Strong communication, presentation, and interpersonal skills
  • Strong listening skills
  • Ability to be flexible and strong attention to detail

Compensation: TBD

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