Driscoll Children's Hospital

QA Engineer

• Monitor inbound and outbound healthcare calls for members and providers.
• Screen incoming and outgoing calls for quality, customer service, and adherence to organizational policies and procedures.
• Complete designated documented monitors of customer contacts.
• Use approved monitoring tools and standards to assess representatives’ knowledge of products, business practices, and systems.
• Convert monitoring findings and scores into coaching recommendations for performance improvement.
• Facilitate calibration sessions and generate recap reports.
• Participate in user acceptance testing for new product releases.
• Prepare management reports and participate in conference calls and meetings.
• Complete four hours of phone time monthly.
• Research and formulate solutions with leadership regarding call center representative performance.
• Support refresher training on quality monitoring methods, tools, facilitation skills, and product features.
• Identify opportunities to improve training content from call monitor data.
• Perform other assigned duties as needed.

Explore Customer Service Quality Assurance Specialist at Driscoll Children's Hospital. Review requirements and application details.