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Quality Assurance Specialist

Company: Advanced Diabetes Supply
Location: Independence
Posted on: May 16, 2022

Job Description:

Position Summary
Provide ongoing call monitoring evaluations, recommendations, and feedback to support inbound /outbound objectives for all departments. Will work closely with team leaders, supervisors, and management to determine appropriate action plans based on monitoring reports/results to ensure employees are HIPAA compliant and consistently meeting standards that provide a Best in Class experience to our customers.

Essential Functions

Understand goal of call monitoring component of quality assurance program.
Based on quality standards, listen to and provide call evaluations for both east and west coast operations.
Provide immediate and ongoing feedback through call evaluations, conversation and email communication to department leaders.
Ensure positive reinforcement to team members for well administered calls, accounting for all elements of providing a Best in Class experience. Greeting, compliance, proper communication, proper follow through (process and documentation), proper closing.
Support process changes by proposing solutions, communicating updates and/or trends.
Document and escalate complaints to supervisor that are encountered while call monitoring.
Manage and review complaint log to ensure that all complaints are logged, properly documented, and completed with the 14 day not to exceed 30-day completion period.
Follow up with patients that have requested an additional follow up from satisfaction surveys for both east and west coast operations.
Any other duties or projects as assigned.

High School degree and/or equivalent OR 1-year call center/or dialer experience in a call center environment; preferably.
Solid understanding of customer service practices and philosophies.
Ability to drive performance; demonstrated success in achieving production & quality requirements/goals.
Demonstrated ability to communicate well with various personality types.

Expected Competencies

Professional verbal and written communication skills, including interpersonal skills with a demonstrated ability to collaborate with a team.
Must be a problem solver, possessing a high degree of personal energy, initiative, and drive.
To the extent practicable, ensure privacy & confidentiality when addressing any concerns with associates, team leaders, supervisors, and management.
Work with supervisor to support the establishment of goals, creating training initiatives, and developing programs to continuously motivate & encourage associates to succeed.
Strong analytical skills: ability to pull, review, analyze, and report on various production, quality, and performance data & statistics
Advanced working knowledge of computer systems and programming.
Ability to address concerns honestly & objectively; ability to motivate & coach associates to succeed, ensuring continuous quality improvement.
Proficient with or able to quickly learn systems and software used by the organization.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Other Requirements
Candidates must successfully pass a background.


Keywords: Advanced Diabetes Supply, Tulsa , Quality Assurance Specialist, Other , Independence, Oklahoma

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