Details about position:
Hackensack Meridian Health is actively hiring for a Contact Center Quality Analyst position located in Neptune, New Jersey!
If you have an Associate's Degree in a Business, psychology, or another related field, at least three (3) years of experience in a contact center environment, and at least two (2) years of experience working in a Quality Assurance department, apply now by going to our career portal online and searching the requisition number 2021-100785.
The Contact Center Quality Assurance Analyst will be responsible for coordinating and monitoring internal and external calls for patient access center agents, to ensure outstanding service is being provided to our patients. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the customer's point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.
This position will have a hybrid schedule. About 3 days in Neptune Office and 2 days remote but this is subject to change based on business needs.
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