Quality Assurance Service Specialist Jobs

Data collection, management and analysis

Ensure that all products and processes meet internal and external stakeholder requirements.

Experience in the process of Coverage Determinations in Healthcare

Communication skills - verbal and written

Audit Individual Operations team members on processes

Coach team members for improvement against quality metrics

Assist in the creation of soft skills, customer service, and ticket management training courses.

Strong time management and prioritization skills.

Experience in Managed Mobility Services - a strong understanding of mobility terminology and troubleshoooting

Ability to work independently without relying on significant management oversight.

Education and Years of Experience:

Understand the role and technical skills required of agents,

Good organizational skills, knowledgeable of goal-setting practices

5 years of experience in the customer service space

Proven track record of analytical skills

Hands-on experience in quality assurance

Experience with the implementation of Quality Assurance systems and automation.

Great people skills and ability to communicate all types of feedback.

Alternatively an equivalent combination of education and experience required (may be adjusted based upon local regulations or level of position)

Remote - Work from HomeYes

Bachelor's Degree and 2+years work experience in a related role

Fluent business English skills (written and spoken)

Provides Service Quality analysis for a specific business function or location.

Participates in customer service review sessions for various channels (voice, screen capture, email and chat).

Communicate insights and partner with Service Quality Improvement Specialists to identify actions to improve member experience

3+ years of experience in customer service

Proven organizational, communication, and informal leadership skills

Strong influencing skills and collaboration skills

Conduct quality reviews by evaluating and providing feedback on interactions with members/patients to assess quality of care and service

Conduct focused quality reviews as needed

2 years experience of technical support and life sciences regulatory

2 years experience of Regulatory and/or Compliance

Perform key functions in support of the Business Unit's mission and ensure quality.

Work closely with suppliers, customers, and the Regulatory team to ensure technical requests are met.

Update the technical product folders and ensuring their accuracy.

Monitor quarantined inventory and advise disposition of such goods.

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

Operation of a computer and assigned software, including a variety of data management software programs.

Recommend improvements in data collection and management based on analysis of data.

Telephone techniques and etiquette. Oral and written communication skills.

Interpersonal skills using tact, patience, and courtesy.

Full time jobs are provided Benefits.

Manage call quality as part of Voice of the Customer processes;

Measure and report customer insights and service related metrics, based on Global framework to drive improvements in customer experience;

5+ years of professional experience preferably in Customer Service, Commercial, Logistics, Operational or Agricultural fields;

Excellent customer service & influencing skills with very strong written and verbal communication skills;

The primary responsibilities of this role, Customer Service Quality Assurance Analyst , are to:

Responsible for synthesizing external and internal Crop Science metrics and opportunities and communicating clearly to all stakeholders;

Reporting experience required with ability to use Excel and quality management software system reports.

Experience with contact center software, quality management systems and metrics

May be assigned other job duties and or responsibilities with or without prior notice.

May serve as a backup to customer service management in their absence.

An Associate or Bachelor’s degree is preferable or a minimum of 3 years of equivalent education, training, and work experience.

Minimum of two years of contact center experience required with knowledge of metrics and service level standards.

Proactively identify trends based on monitoring and provide feedback to Management based on findings.

Remote Technology and System Requirements

Provide qualitative and quantitative feedback on compliance, customer service skills and transactional accuracy to Leadership and staff.

Minimum of one year experience in BPO-Application Support-Compliance

Minimum of three years related experience in a customer service and/or call center environment dealing directly with the public.

3+ years of experience in a customer service call center environment dealing direct with the public.