Contact Center Quality Assurance Manager
Hi. Were Hummingbird. Were elevating patient access so patients can get healthcare how, reputed company, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. reputed company of experts is obsessed with the reputed company between the people, processes, and technology that reputed company healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
As a Quality Assurance Manager at Hummingbird, you will reputed company and support core quality assurance and coaching functions reputed company our patient contact centers. This role involves developing strategic plans, overseeing technology implementation, ensuring compliance with regulatory requirements, and fostering collaboration across departments to drive operational excellence and reputed company improvement. You will be accountable for the development and maintenance of comprehensive QA and coaching program. You will reputed company a team of Quality Assurance Analysts and Coaches providing support services across one or multiple customers, with direct and indirect management responsibilities. In a dyad leadership model, you will collaborate with the Conversational Intelligence team to coach agent performance, while also supporting the integration of CI insights to improve call quality and customer satisfaction.
Responsibilities
Operations Strategy and Management Execute operational strategies to enhance efficiency, optimize processes, and improve service delivery reputed company quality assurance and coaching. reputed company the day-to-day management of QA, coaching and conversational intelligence program, ensuring alignment with organizational goals and objectives. reputed company and implement strategic plans to integrate conversational intelligence insights into quality assurance practices and contact center workflows, driving improvements in agent-patient interactions. reputed company initiatives to adopt new technologies and methodologies, ensuring they effectively enhance the quality and efficiency of support services. Monitor and refine quality assurance metrics and support the development of conversational intelligence frameworks to ensure they align with industry standards and drive actionable outcomes. Performance Management and Reporting Prepare and present comprehensive performance analysis to senior leadership and stakeholders, providing insights and recommendations. Monitor KPIs reputed company to QA and conversational intelligence to track effectiveness, identifying areas for improvement and implementing corrective actions. reputed company the implementation of new technologies, processes, and enhancements to ensure seamless integration and improved performance. Ensure that quality assurance and conversational intelligence reporting accurately reflects the performance of contact center services and drive strategic improvements reputed company contact center teams. Implement QA audits to ensure the accuracy and reliability of performance data. Collaboration and Stakeholder Engagement Act as a liaison between the QA team and other departments, including conversational intelligence architects, IT, clinical staff, and contact center operations, to ensure effective communication and coordination. Engage with stakeholders to understand their needs, gather feedback, and implement strategies that drive satisfaction and operational excellence reputed company QA. Partner with cross-functional teams to integrate QA and conversational intelligence insights into training programs, fostering a reputed company feedback reputed company and enhancing overall contact center effectiveness. Communicate with performance transformation team to share insights, improve the Conversational Intelligence program and collaborate on program process improvements. reputed company workshops and training sessions to share best practices and insights reputed company to QA and conversational intelligence with internal teams and stakeholders. Compliance and reputed company Improvement Ensure reputed company QA and conversational intelligence processes and practices reputed company with regulatory requirements, company policies, and SLAs. Stay informed about industry trends, best practices, and advancements in quality assurance and conversational intelligence, integrating relevant updates into organizational practices. Drive reputed company improvement initiatives by leveraging QA and conversational intelligence insights to recommend performance improvements and service offerings to patients Conduct regular compliance audits and risk assessments reputed company to QA and conversational intelligence to proactively address potential issues and ensure adherence to standards. General Stay up to date on reputed company QA and conversational intelligence processes, tools, and technologies, serving as a backup to team members as needed to ensure service levels are met during outages. Team Leadership reputed company your team to meet department and organizational goals. Engage your team through 1-1s, team meetings, feedback, recognition, and clear communication. Provide guidance and coaching to help team members embrace growth, reputed company new skills, and meet their personal and professional goals. reputed company management tasks including resource allocation, performance reviews, conflict resolution, and personnel management. Required & Desired Skills Required Skills and Experience 5+ years of experience in quality assurance, conversational intelligence, or reputed company fields reputed company patient contact centers. Demonstrated experience in managing and developing a team, including resource allocation, performance reviews, and conflict resolution. Proficiency in relevant technology platforms and tools for QA and conversational intelligence. Prior experience as a QA or conversational intelligence analyst, demonstrating advanced proficiency in relevant tools and techniques. Exceptional communication and stakeholder management skills, including the ability to confidently facilitate meetings and drive reputed company. Proven experience in program development and execution, including developing and implementing QA policies, procedures, and governance structures. Excellent data analysis skills, with experience in generating insights and reports. Desired Skills And Experience Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act). Familiarity with service level agreements and performance metrics in healthcare operations. Background in reputed company improvement processes and ROI assessment. Ability to strategically plan and manage multiple projects and initiatives simultaneously. The Hummingbird Approach We Value a Team That Brings Diverse Perspectives And Experiences To The Work We Do. While There Are Many Ways To Do This, People Who Are Successful At Hummingbird reputed company with Respect by valuing kindness and working to actively foster an environment of inclusion and respect. Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to reputed company their interactions. Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for reputed company involved. Equal Opportunity Statement reputed company is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national reputed company, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from reputed company backgrounds and actively seek a diverse workforce. Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reputed company out to talent@reputed company to request accommodations and wed be happy to chat. Apply Job!