Call Center Quality Assurance Supervisor

PerfectServe offers best in KLAS assets in three categories: clinical communications, scheduling, and patient engagement solutions. PerfectServe is featured on this year’s Inc 5000 list, which profiles the fastest-growing private companies in America. We have seen an 88% growth rate over the past three years and need strong team members to help us continue to grow!

PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows.

By joining PerfectServe, you will have the unique opportunity to come alongside us as we further our vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, we save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

We have an incredible portfolio of customers, with new ones recognizing the value of our solutions and joining the PerfectServe family every day.

Position Overview:

The Call Center Quality Assurance Supervisor will help PerfectServe establish quality guidelines for employees. The Call Center QA Supervisor must analyze data in order to develop plans to recruit, motivate, and encourage employees while striving to improve processes and support quality. The Call Center Quality Assurance Supervisor will strive to create the best experience possible for our customers and employees. They ensure that their employees, services, and processes meet the needs of our customers. They help design and enforce quality controls in order to maintain company standards. They also help communicate expectations to employees and provide coaching and corrective action when needed.  The Call Center Quality Assurance Supervisor must be excellent communicator with a strong desire to help others.  The Call Center Quality Assurance Supervisor will leverage empirical data to recommend changes to policy and process to improve customer experiences.

Key Responsibilities:

• Create and manage quality forms used to measure performance
• Observe and score customer interactions according to quality standards
• Recommend and manage changes derived from quality results to improve the customer experience
• Own and manage customer satisfaction survey results (CSAT) and action items to improve and maintain high satisfaction
• Analyze data in order to find areas for growth
• Create reports to track progress
• Formulate and present ideas to increase productivity based on observations
• Review processes in order to ensure that they align with current trends

PerfectServe Success Factors:

• Understanding of the healthcare and customer support industry, PerfectServe’s business, and the current and future marketplace.
• Awareness of customer needs and how PerfectServe’s programs and services address those needs.
• Drive innovative thinking and influence others to adopt changes for improved performance.
• Exhibit flexibility and tolerance for ambiguity in a dynamic healthcare technology industry.

Essential Qualifications:

• Bachelor’s degree or equivalent experience
• Technical proficiency must be able to use computers and generate reports for quality software
• Ability to analyze data and determine root causes
• Must be able to create and review processes
• Must embrace and support change
• Strong communication skills
• Willingness to assist other departments to develop solutions and metrics
• Attention to detail

PerfectServe is committed to complying with all applicable state and federal laws prohibiting employment discrimination. Reasonable accommodations are provided to applicants and employees in accordance with disability discrimination laws. Individuals with disabilities are encouraged to participate in an interactive process to identify reasonable accommodations without undue hardship.

This job description does not encompass all activities, duties, or responsibilities required of the employee.

PerfectServe, Inc. is an Equal Opportunity Employer (EOE) — M/F/D/V.

Benefits:

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K – with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities