Contact Center Quality Assurance Auditor jobs in New Jersey

Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)

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Contact Center Quality Analyst
  • Hackensack Meridian Health
  • Edison, NJ FULL_TIME
  • Overview:
    Our team members are the heart of what makes us better.

    At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

    Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

    The Contact Center Quality Assurance Analyst will be responsible for coordinating and monitoring internal and external calls for patient access center agents, to ensure outstanding service is being provided to our patients. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the customers point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.

    This position is hybrid.
    Responsibilities:
    A day in the life of a Contact Center Quality Assurance Analyst at Hackensack Meridian Health includes:

    • Review and monitor incoming and outgoing calls from patients.
    • Manage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthly.
    • Identifies and tracks performance trends and provides recommendations for improvement.
    • Provide feedback regarding monitoring scores and identify strengths and weaknesses.
    • Provide coaching when/ if required.
    • Review and create reports when needed for the QA department.
    • Assist in developing training and competencies based on trends in quality and metrics.
    • Conduct/ Assist with new hire and refresher training, in office and virtual.
    • Other duties and/or projects as assigned.
    • Adheres to HMH Organizational competencies and standards of behavior.
    Qualifications:
    Education, Knowledge, Skills and Abilities Required:
    • Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.
    • Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6 months in the role.
    • Minimum of 2 years of experience or equivalent working in a Quality Assurance department.
    • Experience coaching and training of others; one on one or classroom environment.
    • Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
    • Must be self-motivated, innovative, and flexible.
    • Analytical and troubleshooting skills; with the ability to formulate recommendations to improve quality.
    • Flexible work style, and ability to work within a diverse team.
    • Strong relationship and rapport building.
    • Excellent technical skills and attention to detail.
    • Ability to adapt to a fast-paced environment and constant demands.
    • Creative (outside the box) thinker.
    • Understands and adheres to confidentiality requirements in relation to team member information.
    • Must have good problem solving skills and the ability to approach problems logically and troubleshoot.
    • Must have good time management skills.
    • Must have the ability to multitask and prioritize to accomplish multiple tasks with multiple deadlines.
    • Supports and participates in a collaborative team-oriented environment.
    Education, Knowledge, Skills and Abilities Preferred:
    • Experience in the Healthcare industry.
    • Experience with Epic.
    • Experience with Cisco/ Finesse.
    • Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).

    If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
  • 16 Days Ago

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Quality Assurance Validation Specialist
  • the ASSURANCE group
  • NJ, NJ FULL_TIME
  • Packaging Manufacturer of Cosmetics is seeking a Quality Assurance Validation Specialist to join their team. This position is primarily responsible for reviewing and overseeing the validations executi...
  • 24 Days Ago

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Quality Assurance/Batch Reviewer
  • The Assurance Group
  • Morris, NJ FULL_TIME
  • Packaging Manufacturer of Cosmetics is seeking a Quality Assurance \ Batch Reviewer to join their team. This position is primarily responsible for reviewing and overseeing the validations executions f...
  • Just Posted

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Quality assurance specialist
  • the ASSURANCE group
  • Wharton, NJ FULL_TIME
  • Packaging Manufacturer of Cosmetics is seeking a Quality Assurance Validation Specialist to join their team. This position is primarily responsible for reviewing and overseeing the validations executi...
  • 7 Days Ago

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Contact center
  • NJM Insurance Group
  • Trenton, NJ FULL_TIME
  • External Job Description There's never been a better time to join NJM! With a nationally ranked reputation for outstanding customer service and a history that spans more than a century, NJM is a leadi...
  • 3 Days Ago

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Quality Assurance Compliance Specialist - Pharma
  • Quality Packaging Specialists Int’l, LLC
  • Burlington, NJ FULL_TIME
  • ```Job Summary```We are seeking a highly skilled and detail-oriented Quality Assurance Compliance Specialist to join our team. As a Quality Assurance Compliance Specialist, you will be responsible for...
  • 15 Days Ago

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Quality Control Inspector
  • Luttrell Staffing Group
  • Dublin, VA
  • Do you have thorough understanding of Fresh Fruit & Vegetable regulations? Luttrell Staffing Group, in partnership with ...
  • 3/28/2024 12:00:00 AM

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Quality Control Inspector
  • AmeriTech Staffing, Inc.
  • Houston, TX
  • Job Description Job Description A sheet metal manufacturing company located in Northwest Houston has an opening for a QC...
  • 3/28/2024 12:00:00 AM

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Quality Control Inspector
  • PrideStaff
  • Lake Forest, CA
  • Job Description Job Description Quality Control Inspector for a medical device manufacturer located in the Lake Forest a...
  • 3/28/2024 12:00:00 AM

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Quality Control Inspector
  • Xtreme Aviation LLC
  • Opa Locka, FL
  • Description The QC Inspector reports to the Quality Control Manager. Inspectors are responsible for the efficient and ec...
  • 3/28/2024 12:00:00 AM

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Quality Control Inspector
  • Professional Recruiters
  • Lehi, UT
  • Job Description Job Description Quality Control (QC) Inspector – Lehi, Utah Are you ready to make an impact as a Quality...
  • 3/27/2024 12:00:00 AM

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Quality Control Inspector
  • Expert Staffing West
  • San Diego, CA
  • Job Description Job Description JOB SUMMARY: As a Quality Control Inspector, you will be tasked with performing various ...
  • 3/26/2024 12:00:00 AM

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Quality Control Inspector
  • Adecco
  • Chicago, IL
  • Quality Control Inspector Experience with programming CMM vision systems required. Needs to be able to write code to pro...
  • 3/26/2024 12:00:00 AM

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Quality Control Inspector
  • Paragon Staffing, LLC
  • Edison, NJ
  • Paragon Staffing, LLC is a company that specializes in connecting job seekers with employers who are seeking temporary, ...
  • 3/24/2024 12:00:00 AM

New Jersey is bordered on the north and northeast by New York (parts of which are across the Hudson River, Upper New York Bay, the Kill Van Kull, Newark Bay, and the Arthur Kill); on the east by the Atlantic Ocean; on the southwest by Delaware across Delaware Bay; and on the west by Pennsylvania across the Delaware River. New Jersey is often broadly divided into three geographic regions: North Jersey, Central Jersey, and South Jersey. Some New Jersey residents do not consider Central Jersey a region in its own right, but others believe it is a separate geographic and cultural area from the Nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Assurance Auditor jobs
$52,327 to $66,555