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Quality Assurance Specialist - Call Center

Requisition ID:

21163578

Business Unit:

Hartford HealthCare Medical Group

Location:

Hartford, CT

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Description

Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Monday-Friday

Work where every moment matters.
Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network. 
Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between. Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.
With our new state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence.  At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time.  Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter. 
Become an Access Champion and join us on our journey to YES!
 

Job Description

The Access Center is seeking an experienced, dedicated and passionate Quality Assurance Specialist to play a pivotal role in providing constructive/actionable feedback and coaching to our Access Champions for continued success in their roles.  The Access Center Quality Specialist is responsible for auditing, analyzing, calibrating, process improvement, analysis, providing the voice of the customer and management of Access Center phone performance that ensures the highest levels of customer service.  This individual will collaborate with multiple departments to execute a high degree of accuracy and effectiveness that drives Access Champions and internal/external customer satisfaction.  Must be reliable, focused and detail oriented.
 

Qualifications

Associates degree in Business Administration or related field of study or 5 years of customer service/contact center quality experience. Bachelor’s degree preferred. Minimum 3 years of quality and training experience in the contact center industry, agent call center experience and/or a combination of both, 2 years’ continuous improvement experience, 2 years of creating and presenting presentation and ability to consolidate and interpret performance metrics.  Healthcare Experience a plus. Epic and/or medical field preferred.  Medical Terminology Training.  Multilingual preferred.

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.
 

 
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