Contact Center Quality Analyst, Sr. monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Position Summary
The Chief Quality Officer coordinates the organization-wide performance improvement program, the risk management program and ensures compliance with regulatory requirements. In addition, this role may, but is not all inclusive of the following: infection control.
Essential Job Functions:
1. Oversees the development, coordination and evaluation of effective hospital wide quality management programs, including mandatory required reporting measures (core measures, HCAPHS).
2. Directs broad operations to ensure facility wide compliance with all regulatory and accreditation agencies and hospital requirements.
3. Ensures collaborative departmental approach to long-range strategic operational planning, care and service
design and development of organizational policies that reflect the mission of the organization.
4. Continuously assesses, measures, and improves departmental performance.
5. Demonstrates responsible management of all Quality Management Departmental resources.
6. Demonstrates managerial competency. Ensures professional development needs of management and staff are met.
Position Requirements:
A. Licensure/Certification/Registration:
Current License-State of Oklahoma
B. Education:
Graduate of Accredited School of Nursing, BSN or related field. Masters degree preferred
C. Experience:
Minimum of 5-8 years in nursing or other healthcare management. Extensive knowledge of various regulatory
agencies and required standards, such as Joint Commission, State, and CMS, etc.
D. Special qualifications:
Effective communication and interpersonal skills to interact with patients, visitors, physicians, and
department/hospital staff members. Self-motivated, independent, professional, creative, and dependable. Able to
merge clinical and financial processes. Must have the ability to analyze, assemble, and prepare statistical reports.
Basic office and computer skills.
III. Degree of Supervision Required:
Involves general guidance and direction by Administration. The Chief Quality Officer is expected to perform most
job duties independently and in accordance with established departmental and hospital policies/procedures.
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