Overview

Monitors Contact Center Shared Services (CCSS) agent calls to ensure they are meeting the quality standards of world class customer service, effective call resolution, VNSNY regulations and compliance. Collaborates with department management in developing and sustaining quality consumer experience programs and initiatives to address the needs of the staff. Acts as a steward of the CCSS Consumer Experience Program by providing coaching and feedback to the agents and supervisors. Works under general direction.

Responsibilities
Monitors and evaluates Contact Center Shared Services (CCSS)agent calls to ensure that they are providing world class customer service in adherence to VNSNY Consumer Experience Standards.Monitors usage of Quality Management and Performance Management (QM/PM) tools for assigned lines of business to ensure agent calls are being evaluated and that agents are receiving coaching on a regular basis.Develops and delivers training for CCSS staff on the usage of Quality Management and Performance Management applications and provides technical assistance to QM/PM users as needed.Utilizes Quality Management and Performance Management applications to develop and maintain evaluation forms, dashboards, scorecards and other automated tools to meet quality and performance management requirements.Facilitates effective department operations by maintaining a strong working relationship and fostering communication among all CCSS staff and management.Develops, creates and distributes analytical reporting associated with Call Handling Consumer Experience Scores of the agents.Collects and summarizes data; identifies coaching needs and participates in the execution of broad-based coaching plans to meet specific business objectives.Uses data obtained from monitoring calls to provide coaching, feedback and assistance to CCSS agents to aide in their development.Participates in special projects and performs other duties, as assigned.
Qualifications

Education:

Bachelor’s degree or the equivalent work experience required.

Experience:

Minimum two years of Call Center experience required, preferably focused around quality assurance.   Experience in a healthcare related organization preferred. Excellent written and verbal communication skills and demonstrated ability to motivate others required. Knowledge of Quality and/or Performance Management systems preferred.