Survey Operations Quality Analyst - Remote

About Press Ganey:

Press Ganey , the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Position Description/Overview:

Press Ganey currently has an exciting remote opportunity for a Survey Operations Quality Analyst. The Quality Analyst is responsible for monitoring calls and auditing its input telephonic data of all product lines, audit of mail QC sample data and mailing materials at offsite print vendors.

Duties & Responsibilities:

• Audit ready-to-mail pieces at Print Vendor
• Maintain all quality and tracking logs
• Audit QC packet mail sample data
• Audit telephonic data input by CATI Interviewers
• Present enhancements to monitoring and auditing tools and processes
• Monitor CATI Interviewer calls of all product lines
• Engage in and facilitate calibrations and team meetings
• Applying successful coaching strategies to develop CATI Interviewers to effectively engage respondents and complete surveys
• Collaborate with call center leadership on coaching strategies to develop CATI Interviewers from the monitoring and auditing results
• Perform audits on records as outlined per client obligations and to ensure quality of data entry

Qualifications:

• 2+ years experience as a customer service representative in an outbound call center environment.
• Ability to maintain knowledge on cross-trained positions and of all product lines
• 1+ years experience as a Quality Monitor is preferred.
• Attention to detail
• Career oriented with a positive, energetic attitude and a self-starter.
• Work effectively in a fast-paced environment independently and cooperatively with other call center team members and departments.
• Problem solving skills
• Must have good verbal and written communication skills
• Knowledge in auditing, internal audit standards, fraud awareness, and professional ethical standards
• Strong organizational and problem so skills
• Proficient in Microsoft Word, Excel and Power Point.

Minimum Education:

• High school graduate or equivalent required

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $31,200 to $32,400. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

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