Contact Center Quality Assurance Manager
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Contact Center Quality Assurance Manager

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) Manager is responsible for ensuring that

professionalism, productivity and quality are maintained and continually improved throughout

the organization. It is charged with 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.

Responsibilities

  • Review quality of work and performance of call center agents through live monitoring and use of call recording system and applications
  • Identify training needs and communicate needs to training department as needed
  • Participate in customer and client listening programs to identify customer needs and expectations
  • Provide actionable data and feedback to call center managers and leadership team
  • Identify and recognize call center quality and performance trends and communicate to leadership team
  • Use quality monitoring system to compile and track performance at team and individual level
  • Prepare and analyze internal and external quality reports for management staff review
  • Compiles Quality Assurance (QA) assessments of call center agents, and documents results in accordance with defined departmental policies and procedures
  • 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

  • College Degree or comparable experience 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 - specifically Excel required
  • Strong communication, presentation, and interpersonal skills
  • Strong analytical communication and reporting skills
  • Ability to be flexible and strong attention to detail

Compensation: TBD

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