Quality Assurance Analyst

Position Summary:
We have an exciting opportunity to join our team as a Quality Assurance Analyst.

In this role, the successful candidate The QA Analyst is responsible for coordinating with team members to ensure that coaching feedback is delivered timely to Agents and will regularly sample and review evaluations and reporting to ensure operational consistency. The QA Analyst is collaborative and works with other team members to identify potential process improvements. Additional responsibilities include assisting with classroom and side-by-side training related to call quality and providing Quality Assurance Training.

Job Responsibilities:

• Demonstrate behavior consistent with NYU FGP mission, vision, goals, objectives, and patient care philosophy.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Provide an excellent experience to NYU FGP patients, customers, and providers.
• Demonstrate regular, consistent, and punctual attendance.
• Adheres to Access Center policies and procedures.
• Contribute to and maintain procedures for Quality improvements as needed; act as a liaison to internal departments
• Respond to multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Access Center in accordance with established NYU FGP guidelines.
• Support the internal Quality monitoring process; provide for ongoing program evaluation
• Follow well-documented guidelines: Specific criteria for evaluation stated as behaviors Frequency of observations - timing of feedback Standards and expectations Clear evaluation methodology
• Employ Quality systems to assess agent performance based on a standardized set of criteria
• During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Proactively keep up to date on all communications.

Additional Position Specific Responsibilities:
Must be experienced in coaching and providing feedback as part of a contact center Quality program
Ability to present information and/or recommendations verbally, graphically and in writing
Ability to manage self and relationships effectively, through self-awareness, self management, awareness of others and skills in dealing with others
Ability to support collaborative business partnerships, using contact understanding, insight and discretion to advise and make recommendations
Ability to use appropriate problem solving, research and analysis tools to collect, analyze, synthesize quantitative and qualitative data and information
Ability to use personal computer and software applications

Minimum Qualifications:
To qualify you must have a Must have three years experience working in a Contact Center environment, preferably in a Quality capacity
Experience in using contact center Quality Assurance software
Experience in a HealthCare Contact Center a plus