Contact Center Quality Analyst - (Berwyn) - (HE32814-760-PA)

Job Description Guest Services Contact Center Quality Assurance Analyst Summary: Responsible for the daily auditing processes within the Guest Services Contact Center (GSCC). Screens incoming and outgoing calls to ensure quality customer service delivery. Audit tickets within Customer Relationship Management (CRM) software for documentation quality and proper support escalation. Provides feedback to assist in the creation of quality standards, performance improvement goals and the development of training programs. Promotes and increases consistent service delivery and customer satisfaction through job shadowing and coaching to assure that GSCC is aligned with DaVita’s Core values of service excellence & continuous improvement.
Qualifications: 3 to 5 years overall customer service experience with progressively increasing responsibility
Ability to process the information quickly and accurately
Excellent organizational skills and great attention to detail
I.T. support background, helpful; familiarity with common procedures and support workflow
Ability to communicate effectively to a variety of audiences
Excellent documentation skills
Experience working in a team-oriented, collaborative environment
Proficiency with MS Office products – Word, Excel and Access. Crystal Reports a plus. Becoming expert with Customer Relationship Management (CRM) software. Siebel experience a plus. Proficient in the use of Call Management Software (CMS)Essential Job Functions: Development and implementation of a Best in Class service excellence program. Developing, assembling, maintaining daily, weekly, monthly, quarterly, yearly, team and individual quality assurance information and metrics for GSCC
Debriefing all quality data with the teammates and core team to ensure understanding and continuous improvement
Checking the data integrity of Customer Relationship Management (CRM) software tickets against phone calls
Solid working knowledge and use of voice and data recording quality assurance solutions utilized to capture all multimedia activity on agents’ desktops as they communicate with customers
Working knowledge of Avaya telecommunications and computer assisted problem solving
Proficient in the use of and actively involved in the building/upkeep of voice and data recording evaluations for call monitoring and CRM tickets. NICE experience a plus. Undergoing personal refresher training via ICMI or other appropriate professional bodies to assure own skills are up to date and achieve necessary professional certifications
Help Desk Institute (HDI) certification, company paid training, required within 6 months of date of hire. Subscribing to and reading industry publications, increasing quality assurance best practice
Maintaining membership of relevant professional association(s)
Partnering with internal/external customers to create quality assurance tools to coach the GSCC team
Involved in the upkeep of the GSCC teammate monthly profiles, to include individual quality metrics for team mate coaching
Responsible for the upkeep and organization of the quality assurance folders on the J: drive.
Light travel only
Other duties as assignedDaVita Profile: DaVita Inc. is the largest provider of dialysis services in the United States for patients suffering from chronic kidney failure, also known as end stage renal disease, or ESRD. We currently operate or provide administrative services to approximately 1200 outpatient dialysis centers located in 41 states and the District of Columbia, serving approximately 94,500 patients.All this makes us the largest independent provider of dialysis services in the United States. Though we're proud of this standing, we have set our sights on a higher goal. We want to be the greatest dialysis company the world has ever seen. And we're accomplishing this through a shared commitment to our mission and values.EEO Statement: We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. For more information about DaVita visit our website