This posting will close on August 12, 2024.
Helping Save More Lives
That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission.
RQI Partners is a partnership between the American Heart Association and Laerdal Medical.
We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.
Helping Save More Lives. — Our Mission, Our Business.
RQIP Benefits Include:
- Generous PTO & Holidays
- Remote Work Environment (some positions require travel)
- Comprehensive Medical, Dental and Vision
- HSA & FSA Account Options, with employer HSA contribution
- 401k with Employer Match & Profit Sharing
- Employee Assistance Program
- Tuition Reimbursement
- Professional Development Opportunities
- Student Loan Repayment Assistance
- Eligibility for Annual Bonus
- Wellness Reimbursement Program
- Pet Insurance
Position Overview:
The Customer Operations Quality Specialist works under the guidance of the Customer Operations Quality Manager to ensure excellence in RQIP’s customer service delivery. This entails delivering projects and initiatives in support of customer service processes and tools. The Quality Analyst plays a crucial role in ensuring that customer interactions, whether through cases (tickets) or phone calls, meet established quality standards and adhere to company policies and procedures.
Position Holder is Accountable For:
- Monitoring Interactions: Listening to recorded phone calls or reviewing written customer service cases to evaluate the quality of communication, adherence to script or guidelines, and resolution effectiveness.
- Quality Assessment: Assessing interactions based on predefined metrics such as accuracy, completeness, professionalism, empathy, and compliance with service level agreements (SLAs).
- Feedback and Coaching: Providing constructive feedback to customer service representatives based on evaluations, identifying areas for improvement, and coaching them on best practices.
- Reporting and Analysis: Compiling data and preparing reports on quality performance metrics, trends, and areas needing improvement. This helps in identifying training needs and process enhancements.
- Process Improvement: Collaborating with team leaders and managers to develop and refine customer service processes, scripts, and guidelines to enhance overall service quality.
- Training Support: Assisting in the development and delivery of training programs for customer service teams based on quality monitoring insights and identified training needs.
- Maintenance and support of department tools and applications
Required Skills and Competencies:
- Associate’s degree in business administration, management, or a related field.
- Minimum 5 years’ experience in customer service operations, quality assurance or related role
- Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with stakeholders at all levels.
- Proven ability to provide direct feedback and coaching to peers.
- Proficiency in Microsoft Office Suite and data analysis tools.
- Ability to work independently and collaboratively within a team environment.
The estimated annual base salary for this position is $55,000 to $60,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.
United States
