Quality Specialist

Monitors and evaluates non-clinical interactions for satisfaction and compliance. Supports consumer experience through evaluations, complaint analysis, surveys, and service calls. Prepares reports, leads calibrations, and submits findings to leadership. Non-clinical role( Bilingual an Asset)

Responsibilities and Duties

1. Monitoring calls (pre-recorded or live) while evaluating record data integrity and accuracy, providing feedback to
Care Coordinators, Engagement Specialist or other assigned representatives via remote or direct coaching 
2. Prepare quality monitoring forms and conduct quality monitoring for customer interactions including calls, chats,
and emails daily as per a predefined sampling criterion. 
3. Completing formal scorecards with the intent to ensure the highest level of consumer experience and mitigating
risks to the business.  
4. Completing evaluations and analysis of complaints about service delivery.  
5. Prepare and submit recommendations for consumer experience and process improvement to associated staff.   
6. Prepare for, review and facilitate project specific internal and external monitoring sessions. 
7. Provide feedback to management for compliant process improvement opportunities (e.g., complaints systems,
final letters, escalations process, etc...) 
8. Provide exceptional consumer service and engagement via telephone on assigned programs 
9. Remain confident and able to manage multiple priorities in a dynamic and changing business environment 
10. Work independently, in team settings, and under time pressured deadlines 
11. Performs other duties as assigned by Supervisor/Manager. 
Qualifications

1. High School Diploma or GED required; 1 year of call center and quality assurance experience preferred. *
Carenet experience preferred*.
2. Word Processing, Spreadsheets, E-mail, database software, and Internet software. Experience with MS Excel,
Word and Power Point required.
3. Strong understanding of Carenet’s business, core values, and goals
4. Excellent communication and interpersonal skills, as well ability to effectively communicate with a cross-cultural
workforce and client base.
5. Team player able to work effectively across different departments, functions, and environments
6. Responsible and self-directed
7. High customer service orientation
8. High level of integrity, honesty, and judgment
9. Ability to respect and ensure strict confidentiality of customer data
10. Ability balance several tasks simultaneously
11. Strong attention to detail and desire to follow procedures
12. Strong verbal and written communication skills