Gainwell Technologies · United States
Summary -----------
The CX Professional Quality is responsible for monitoring and evaluating the quality of inbound and outbound interactions. You will support our quality commitment of exceptional, accurate, and compliant execution of work through measurement, analysis, and review of agent and account calls and transactions and compliance, and of related business processes and surveys. You will be responsible for executing daily quality assurance reviews and processing audits: first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with Account, CX and Company standards, policies, and procedures. You will participate in the planning, execution, and delivery of quality assurance related initiatives. Partnering with your immediate, centralized, and account team members, the work you deliver will drive improved employee, member, and client experiences and achievement of Account and company goals and objectives.
Your role in our mission ----------------------------
Regularly evaluate customer interactions (calls, emails, chat, transactions, etc.), to include complex interactions, to assess adherence to established quality standards and regulatory compliance requirements. • Embrace and utilizes procedural and technology automation to support the effective and efficient evolution of QA support. • Proactively engage to support, occasionally lead, and consistently add value in calibration sessions to deliver consistency in quality evaluations. • Facilitate knowledge sharing and alignment with key stakeholders through routine engagement sessions. • Leverages adhoc reporting delivers results inclusive of key observations, recommendations, and trending to appropriate peer coaching to the various levels of leadership and applicable. • Strive to personally resolve or escalate unresolved issues to an appropriate level to include negative customer experiences. • Synthesize personal quality behavioral observations to inform ins…
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