Senior Coordinator, Performance Monitoring
United States, CSTFull-TimeSenior
Salary21.9 - 31.4 USD per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisMS OfficeQuality Assurance
Requirements
- HS Diploma, GED, or technical certification; degree in relevant field desirable.
- 3+ years of call quality audit experience.
- 3+ years of experience in a patient support program or hub field.
- Adverse Event reporting and reconciliation experience.
- Proficiency in MS Office applications (Outlook, Excel, PowerPoint, Word).
- Excellent verbal and written communication skills.
- Ability to prioritize and manage multiple responsibilities.
- Experience handling tasks where attention to detail is critical.
Responsibilities
- Evaluate calls and cases to assess performance based on a standard set of criteria.
- Accurately score transactions to gauge employee quality performance.
- Monitor and evaluate team performance ensuring adherence to quality standards and compliance.
- Track and report trends from the customer experience.
- Analyze and provide weekly and monthly trend analysis to leadership.
- Support leadership by participating in and hosting client calibration sessions.
- Conduct investigations and root cause analysis with corrective action recommendations.
- Collaborate across functions to interpret and influence quality requirements.
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