Supervisor, Quality Assurance
U.S. Radiology Specialists - Lewisville, TX
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Job DescriptionJob Title: Quality Assurance Supervisor Department: PACE Support Services Reports To: Director, PACE Support Services Effective Date:Oct 2024Location: Lewisville, TX FLSA Status: ExemptJob SummaryThe QA Supervisor will be responsible for ensuring the delivery of exceptional customer service by monitoring and evaluating call center representatives' performance. This individual will also partner with our Learning & Development Team to continuously build and improve upon our agent training program, including the development of ongoing training.The ideal candidate will possess strong leadership abilities, exceptional diligence, and a passion for continuous improvement.Duties/Responsibilities:Champions the US Radiology Way in daily activities Staff Management (45%)Develop and maintain comprehensive reports and metrics to track call center performance, including call volume, response times, and quality scoresStay updated with industry best practices and emerging trends in customer service to continuously enhance the quality assurance programProvide timely and constructive feedback to QA Analysts, identifying areas of improvement and implementing performance improvement plans as requiredConduct regular audits and evaluations of calls and worklogs to assess analysts' adherence to quality standardsDevelop and deliver ongoing training programs to enhance analysts' product knowledge, communication skills, and customer service abilitiesQuality Management (30%)Develop and implement quality assurance strategies and processes to enhance overall call center performanceEstablish and enforce quality standards, guidelines, and procedures for call center representativesCollaborate with call center supervisors and managers to identify recurring issues and implement corrective actions to improve customer satisfactionStay updated with industry best practices and emerging trends in customer service to continuously enhance the quality assurance programPartnership with PACE Operation and Regional Operation teams (20%)Maintain regular meeting cadence with Regional Operation team to ensure agents are properly maintaining workflowsCompletes other tasks and projects as assigned (5%)Required Knowledge, Skills and Abilities: Knowledge of call center operations, including performance metrics, quality assurance standards, and customer service best practices.Excellent analytical, problem-solving, and decision-making skills.Skilled in written and verbal communicationAbility to take initiative to improve processes, think strategically and identify trendsAbility to provide open, honest feedback to improve decision makingAbility to influence across the organization and work effectively with all levels of management and staffAbility to maintain and build constructive relationships that produce resultsAbility to effectively supervise exempt and non-exempt staffAbility to lead in a manner consistent with USRS and the Departments valuesAbility to work independently and in a team environmentAbility to work in a fast-paced environment and meet established deadlinesAbility to be flexible in schedule and adaptable to constant changeAbility to effectively handle details with accuracyAbility to maintain regular attendance and on-time approval to work as scheduledAbility to deliver high quality customer service to internal and external customers by communicating with integrity and compassion Ability to resolve service recovery issues and understand when to escalate to the next levelEducation and Experience: High School Diploma or equivalent required; bachelor's degree preferred 2-5 years' experience working in healthcare environmentAt least one (1) year of previous people management experienceExperience with Microsoft Office; including Excel5 years' experience leading teams in a high-volume call center environmentProven experience in quality assurance management within a call center environmentPhysical Requirements: Requires the use of office equipment, such as computers, fax machines, telephones and copiersRequires computer related activities for extended periods of timeRequires the ability to see, hear, speak, write and keyU.S. Radiology Specialists is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
Created: 2024-10-12