Manager, Sr Quality Assurance - Clearwater, FL
 Lincare Holdings | |
 United States, Florida, Clearwater | |
 Jan 08, 2025 | |
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The Senior Quality Manager is responsible for championing and developing a sustainable culture of quality in all areas of the call center business. This position will lead a group of Quality Assurance evaluators for all aspects of the call center ensuring the overall quality of the patient experience meets company expectations.
Job Responsibilities: * Develops action plans to drive improvement. Provides base line statistics and reporting showing the effectiveness of the quality action plan. * Monitors and coaches representatives by providing constructive analysis of the work and measurable performance improvement goals that enhance the patient experience. * Develops and maintains department reporting of QA scores and trending. * Collaborates with other team members to establish a positive work environment that supports and reinforces best in class patient service practices. * Coordinates issue resolution for all levels of escalated issues. * Maintains proper documentation of call center performance and associated corrective measures applicable. * Leads calibration sessions and breakout training sessions as needed. Supports new hires and on-going quality training initiatives as needed. * Reports any behavior displayed on the call by the agent that may require corrective action. * Performs other duties as assigned * Complies with all policies and standards | |