Quality Assurance Coordinator - Healthcare jobs in Oklahoma City, OK

The MoneyLine is looking for a Quality Assurance Coordinator to perform various functions in ensuring that set standards are achieved in the call center environment. Primary responsibility is the quality assurance review and evaluation of calls for regulatory and legal compliance, customer experience and driving business outcome performance.

Additionally, this position is tasked with assessment of performance gaps, recommendation, implementation and evaluation of learning performance solutions within the call content; provides feedback sessions for management geared towards development of employee skill sets to meet company service and business objectives.

• Provide an in-depth review of quality control procedures and practices
• Create and maintain all documentation used to complete the quality review
• Engage in quality calibrations and internal/external audits
• Find solutions to customers’ complaints and feedbacks when discovered
• Develop reporting/presentations for Executive Management

Requirements:

Candidates must have at least 3-5 years of Quality Assurance experience to include review and evaluation of calls, policies, procedures. 

• Ability to evaluate customer service, communication and business outcome performance skills 
• Proven experience with providing feedback for coaching and training to Management
• Strong verbal and written communication skills
• Strong time-management skills to accomplishment evaluation requirements
• Strong leadership skills to develop employees
• Excellent PC skills, including MS Excel and Word