Experienced Customer Service Quality Assurance Specialist – Driving Excellence in careerzynith's Customer Experience
At careerzynith, we are dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our team, the Customer Service Quality Assurance Specialist plays a vital role in ensuring the quality of our customer service interactions. This dynamic role requires a unique blend of analytical, interpersonal, and coaching skills to drive excellence in customer service processes.
About careerzynith
careerzynith is a mission-driven organization that aims to improve health outcomes and advance health equity on a global scale. We are committed to fostering a culture of diversity and inclusion, providing comprehensive benefits, and career development opportunities to our employees. Our team is passionate about delivering exceptional customer experiences, and we are seeking a talented individual to join our ranks.
Job Summary
The Customer Service Quality Assurance Specialist will be responsible for conducting thorough audits of recorded calls from our Customer Service Representatives, analyzing call data, and providing constructive feedback to enhance overall performance. This role requires strong interpersonal skills to effectively coach and guide team members in their call evaluations. The successful candidate will interact with leadership to support staff development, participate in calibration sessions, and assist in training initiatives as needed.
Responsibilities
As a Customer Service Quality Assurance Specialist, you will be responsible for:
- Leading Quality Assurance: Conducting audits of calls from Customer Service Representatives to ensure high-quality customer interactions.
- Providing Coaching/Feedback: Advocating for team members in call evaluations, providing constructive feedback to enhance performance, and coaching representatives to improve their skills.
- Analyzing Information: Utilizing call data to build recommendations to reduce errors and improve process performance.
- Participating in Calibration Sessions: Ensuring calls are scored consistently throughout the teams to maintain high-quality standards.
- Interacting with Leadership: Collaborating with leadership to support staff development, providing insights on customer service trends, and contributing to the development of training initiatives.
- Assisting in Queue: Providing support to the team as needed, ensuring seamless customer service delivery.
- Assisting Learning and Delivery: Collaborating with the Learning and Delivery team to develop and implement training initiatives that enhance customer service skills.
Requirements
To be successful in this role, you will need:
- High School Diploma / GED: A high school diploma or equivalent is required.
- Age Requirement: You must be at least 18 years old.
- Call Center Experience: 1+ year of call center experience or medical office experience is preferred.
- Customer Service Experience: 2+ years of customer service experience is required.
- Microsoft Excel Experience: Intermediate experience with Microsoft Excel is necessary.
- Microsoft Word Experience: Basic experience with Microsoft Word is required.
- Availability: You must be available to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm.
Nice-to-Haves
While not required, the following skills and experiences are highly desirable:
- HIPAA Knowledge: Familiarity with HIPAA regulations and guidelines.
- Commercial and Medicare Products Knowledge: Knowledge of commercial (HMO/PPO) and Medicare products.
- Auditing Experience or Certification: Auditing experience or certification is a plus.
- Quality Assurance Experience: 1+ year of experience working within quality assurance is preferred.
Benefits
As a valued member of our team, you will enjoy:
- Comprehensive Benefits Package: A comprehensive benefits package that includes medical, dental, and vision coverage.
- Incentive and Recognition Programs: Opportunities to earn incentives and recognition for your hard work and dedication.
- Equity Stock Purchase: The chance to purchase equity stock in careerzynith.
- 401k Contribution: A 401k contribution program to help you plan for your future.
What We Offer
At careerzynith, we offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional customer experiences, and we are committed to providing comprehensive benefits and career development opportunities to our employees. As a Customer Service Quality Assurance Specialist, you will have the opportunity to:
- Contribute to the Improvement of Customer Service Processes: Drive excellence in customer service interactions and contribute to the improvement of our customer service processes.
- Participate in Training Initiatives: Collaborate with the Learning and Delivery team to develop and implement training initiatives that enhance customer service skills.
- Grow Your Career: Take advantage of career growth opportunities and learning benefits to advance your career within careerzynith.
- Enjoy a Flexible Work Schedule: Work from home and in the office, with a requirement to work some days onsite at our Golden, CO office.
How to Apply
If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to discuss your qualifications further. Apply for this job