Contact Center Quality Analyst, Sr. jobs in Castle Rock, CO

Job Description

The Contact Center Team Leader is responsible for coaching and assisting Contact Center Agents in answering all incoming telephone calls, scheduling appointments, and directing them to the appropriate department or individual.

The Contact Center Team Leader approaches his / her tasks in a team-based care fashion that supports our Contact Center Agents to assist patients and their families in self-management, self-efficacy, and behavior change.

Supervision Exercised : Supports all Contact Center Agents

We offer :

• Starting Wage - $18.90 to $20.40 per hour
• Monday to Friday 8 am to 5 pm

• Medical ( Includes Free Medical Services at All Salud Facilities )
• Dental ( Employee Discounts at All Salud Dental Facilities )
• Vision
• Flexible Spending Accounts
• Basic Life and AD&D
• Supplemental Life and AD&D
• Short-Term & Long-Term Disability
• Accident & Critical Illness Insurance and Employee Assistance Program
• Generous vacation accrual
• 10 Paid Holidays per year (includes 2 Floating Holidays and paid Birthday)
• 8 Paid accrued Sick Days per year

Our Mission is to provide a quality, integrated healthcare home to the communities we serve

Qualifications

Education : Graduation from High School or equivalent required

Experience : One year general office experience required

Licensure / Certification : No licensure or certification is needed to be hired, although Contact Center Team Leaders must become credentialed through the Salud career ladders program in the time frame specified by Salud

Knowledge, Skills, and Abilities :

• Knowledge of multi-line phones
• Ability to work independently
• Ability to relate to the Contact Center Agents / clients and treat them with dignity and respect
• Ability to create a trusting environment by not sharing information learned except when necessary in the performance of the job responsibility or to improve patient care from our agents
• Ability to read, understand, and follow oral and written instruction
• Ability to speak clearly and concise
• Must work well with the other patient care team members
• Ability to determine an emergency situation and take appropriate action
• Work well with others
• Sensitivity to indigent and ethnic minority communities
• Bilingual (English-Spanish) required
• Effective written or oral communication skills

The application window is anticipated to close by 4 / 30 / 24

Additional Information

Salud Family Health Centers is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.

All your information will be kept confidential according to EEO guidelines.

Last updated : 2024-03-31