Quality & Service Coordinator - Tss

Quality and Service Coordinator

Guaynabo, PR

ABOUT US

At Grupo Triple S, we are committed to provide meaningful job experiences for Valuable People (Nuestra Gente Valiosa). We encourage an environment of very high ethical standards, always excelling in service, collaboration among the company, agility to deliver timely, and embracing accountability for results.

When you join Grupo Triple S, you will be key to our efforts on delivering high-quality and affordable healthcare as well as contribute to our purpose to enable healthier lives. We serve more than 1 million consumers in Puerto Rico through our Medicare Advantage, Medicaid, Commercial, Life and Property & Casualty Businesses.

Let's build healthier communities together, join now!

ABOUT THE ROLE

Evaluate, document, and report the quality of agent customer interactions through standardized protocol and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements. Requires the ability to learn and follow policies, procedures and standards in the area, department and other related departments. Performs planning efforts and quality within the department, either for operational situations from day to day or assigned projects or to coordinate multiple resources within their department or division. Participates in the creation of ideas and innovative suggestions aimed at improving a process and the quality of the service offered. Anticipates the needs of the client and acts pro-actively to ensure their satisfaction. Responsible for influencing decisions through fundamental recommendations or opinions. Can be required the responsibility of directing the work of colleagues in group assignments.

WHAT YOU'LL DO

• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
• Document and report all observations thoroughly by maintaining observation forms and call center monitoring database.
• Responsible for completing required number of quality reviews for each agent based on client/company performance guidelines.
• Participate in and support the management team in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
• Perform other duties as assigned by management.
• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper customer and transaction handling. This includes call, visit and back office monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, service level, etc.).
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Document and report operational and department established metrics.

WHAT YOU'LL BRING

Bachelors’ Degree (BD) with one (1) to three (3) years of experience in customer service or Associate Degree (AD), or 60-64 college credits, with three (3) to five (5) years of experience in customer service or at least 5 years work experience in lieu of.

CLOSING DATE: 5/1/2023

It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, gender, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.

Equality Employment Opportunity/Affirmative Action for Minorities/Females/People with Disabilities/Veterans”. Employer with E-Verify to verify the eligibility of employment of all the new employees.

We encourage Females, Veterans and Disabled to Apply