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Analyst Quality

Company: VITAS
Location: Lombard
Posted on: January 9, 2022

Job Description:

Job Description

Monitor inbound/outbound phone calls and record observations in quality review form.
Provide real time feedback and motivation to front line agents and supervisors.
Participate in quality assurance meetings as well as calibration sessions.
Remain current on departmental updates by reading and understanding documentation provided through e-mail, team meetings, center handouts and training.
Participate in design of call monitoring formats and quality standards through their insights to current performance and outcomes.
Use quality monitoring data management system to compile and track and report performance at the team and individual level.
Evaluate results as an aggregate to identify learning deficits and opportunities for performance improvement activities.
Provide actionable data to various internal support groups as needed.
Review documentation and report compliance with VITAS standards.
Participate in assessment of training needs and activities to improve performance.
Conduct trainings as needed on quality topics.
QUALIFICATIONS Two or more years' experience in call center or customer service environment with emphasis on quality improvement.
Strong interpersonal skills with ability to be self-directed and an attention to details.
Knowledge of Microsoft Office, E-mail and other applications.
Ability to work on various assignments simultaneously.
Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
Working knowledge of computers, internet access, and the ability to navigate within an automated systems as well as a variety of software packages such as Excel and Word.
EDUCATION Completion of high school or basic education equivalency required.
About Us
VITAS - Healthcare is the nation's leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. -As a member of the VITAS team, you'll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.
All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard-find your purpose at VITAS today.
Benefits Include:
- Competitive compensation
- Health, dental, vision, life and disability insurance
- Pre-tax healthcare and dependent care flexible spending accounts
- Life insurance
- 401(k) plan with numerous investment options and generous company match
- Cancer and/or critical illness benefit
- Tuition Reimbursement
- Paid Time Off
- Employee Assistance Program
- Legal Insurance
- Roadside Assistance
- Affinity Program

We offer a variety of full-time, part-time and per-diem employment opportunities. You can choose to work day or night shifts, weekdays or weekends.
Choose a Career with VITAS

Keywords: VITAS, Lombard , Analyst Quality, Professions , Lombard, Illinois

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