Contact Center Quality Manager jobs in Cleveland, OH

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

Recently Added Contact Center Quality Manager jobs

M
Sleep Contact Center, CSR
  • Medical Service Company
  • Cleveland, OH FULL_TIME
  • MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and respiratory provider that's been in business for 70 years!

    MSC is an 12-Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work - 2023!
     
    MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.
     
    In Addition, we are very proud to share that we have been awarded the distinguished honor of
    2021 - HME Provider of the Year! 
     
    We are hiring:  FULL TIME WITH BENEFITS!    APPLY TODAY! 
    • Competitive Pay
    • Advancement Opportunities
    • Medical, Dental & Vision Insurance
    • HSA Account w/Company Contribution
    • Pet Insurance
    • Company provided Life and AD&D insurance
    • Short-Term and Long-Term Disability
    • Tuition Reimbursement Program
    • Employee Assistance Program (EAP)
    • Employee Referral Bonus Program
    • 401k (with a matching program) / Roth IRA
    • Company Discounts
    • PayActive/On-Demand Pay 
    • Paid vacation, Sick Days, You Days and Holidays
    Our Sleep Contact Center Specialist  Responsible for incoming phone inquiries related to PAP therapy, scheduling appointments with respiratory therapists, and working to ensure excellent customer service.   
     
    Responsibilities and Duties:
     
    • Proficiency in company Enterprise System necessary to enter orders, research patient inquires and status updates for new equipment.
    • Handles inbound patient calls, utilizing listening skills to ensure patient’s needs and concerns regarding their equipment or services are addressed. Ensures that all requests are handled accurately and efficiently.
    • Communicate with patients and referrals regarding order status, delivery schedules, and any necessary documentation or information required.
    • Address patient inquiries, concerns, and provide appropriate support throughout the ordering process.
    • Verify insurance coverage and previous DME history as required.
    • Efficiently schedule appointments for patients, considering availability, urgency, and specific requirements.
    • Utilize the scheduling system to manage appointment calendars and optimize the booking process.
    • Streamline the appointment booking process to minimize wait times and maximize efficiency.
    • Schedule patients needing appointments with Respiratory Therapists (RT) for PAP set ups, mask refits, RT education, etc.
    • Quality insurance, disclose patient financial responsibility and collect method of payment as required by MSC protocol.
    • Communicate compliance requirements in first 90 days of PAP therapy to patient to ensure continued insurance coverage.
    • Identifies complimentary products that may benefit the patient while providing additional information about the equipment.
    • Contact appropriate parties to obtain any missing information as necessary.
    • Input patient information and orders into system as necessary.
    • Responsible for meeting metric standards set by Sleep Contact Center Manager to ensure success.
    • Excellent communication skills to interact with customers over the phone and provide support.
    • Displays patience, empathy, active listening and understanding to address customer concerns and inquiries.
    • Strong problem-solving skills to identify and resolve customer issues effectively.
    • Proficient in explaining complex technical information in a clear and understandable manner
    • Ability to accurately document patient and referral interactions, including issue descriptions, resolutions, and follow-up actions taken.
    • Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA).
    • Ability to work effectively as part of a team, collaborating with other call center specialists, technicians, and healthcare professionals.
    • Willingness to share knowledge and support colleagues when needed.
    • Strong organizational skills to handle multiple customer inquiries and tasks simultaneously.
    • Ability to prioritize and manage time effectively to meet service level agreements and response time targets.
    • Perform other duties as assigned.
     
     
    Qualifications:
    Education: Graduate of an accredited high school.
     
    Experience/Knowledge/Skills/Physical Requirements:
     
    • Minimum of 1 year of progressively responsible customer service experience.
    • Customer oriented with excellent oral and written communication skills
    • Pleasant personality with excellent phone and interpersonal and organizational skills (a team player)
    • Ability to organize and coordinate multiple tasks
    • Self Motivated/ Team Player
    • Works well independently and in a fast paced environment
    *** Starting no less than $16.70 per hour
     

  • 5 Days Ago
Apply this Job
F
Member Contact Center Representative
  • Firefighters Community Credit Union
  • Cleveland, OH FULL_TIME
  • Our Opportunity We're hiring a full-time Member Contact Center Representative to join our growing team! This position is located at our Member Contact Center on St. Clair Ave, Cleveland, OH, 44114. Id...
  • 20 Days Ago
Apply this Job
V
Business Analyst - Contact Center
  • Ventures Unlimited Inc.
  • Cleveland, OH FULL_TIME
  • Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thin...
  • 1 Month Ago
Apply this Job
M
Supervisor PBX - Contact Center
  • METROHEALTH SOUTH CAMPUS
  • Cleveland, OH FULL_TIME
  • Location: MetroHealth Old Brooklyn Campus Biweekly Hours: 80.00 Shift: 8:00a - 4:30p The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of co...
  • 1 Month Ago
Apply this Job
J
Contact Center Agent ( Evening and or Weekends)
  • Joyce Factory Direct Company
  • Berea, OH FULL_TIME
  • New State-of-the-Art Call Center! Are you a dynamic and motivated individual with excellent communication skills? Are you passionate about the home remodeling industry? If so, we have an exciting oppo...
  • 19 Days Ago
Apply this Job
C
Contact Center Support Operator II
  • Cleveland Clinic
  • Cleveland, OH FULL_TIME
  • Join Cleveland Clinic’s Fairview Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Fairview Hospital has been recogn...
  • 20 Days Ago
Apply this Job
View All Contact Center Quality Manager Jobs
Salary Company Skills Job Openings
Filters

Clear All
  • Filter Jobs by companies
  • More
Salary Company Skills Job Openings

0 Contact Center Quality Manager jobs found in Cleveland, OH area

About Cleveland, Ohio

Cleveland (/ˈkliːvlənd/ KLEEV-lənd) is a major city in the U.S. state of Ohio, and the county seat of Cuyahoga County. The city proper has a population of 385,525, making it the 51st-largest city in the United States, and the second-largest city in Ohio. Greater Cleveland is ranked as the 32nd-largest metropolitan area in the U.S., with 2,055,612 people in 2016. The city anchors the Cleveland–Akron–Canton Combined Statistical Area, which had a population of 3,515,646 in 2010 and is ranked 15th in the United States. The city is located on the southern shore of Lake Erie, approximately 60 miles ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$71,984 to $108,410
Cleveland, Ohio area prices
were up 1.6% from a year ago
View detail

What does a Contact Center Quality Manager do?

Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020