Delphi Health Group

  • Quality Assurance Representative

    Job Locations US-FL-Ft. Lauderdale
    Posted Date 2 weeks ago(2 weeks ago)
    # of Openings
    Customer Service/Support
  • Overview

    The Quality Assurance Representative is responsible for listening to in-bound and out-bound phone calls for the intake department. Monitoring the work practice and documenting all phone calls monitored. Ensure that our intake coordinators meet highest standard per QA checklist.


    • Duties and Responsibility


      • Prioritize work and manage time effectively to meet targets for reviewing call.

      • Review recorded and live calls with to ensure that proper steps are taken regarding the call objectives and documentation.

      • Cross-check information to ensure that call data is entered correctly.

      • Report errors to contact center manager for correction and required steps for correction.

      • Document outcome of all monitored calls.

      • Correct dispositions and/or scores in CTM.

      • Rate calls, emails, web chats on given QA checklist.

      • Create various reports has directed.

      • Provide feedback to director and managers regarding coordinator performance.

      • Manage projects related to needs with-in the department

      • Other tasks assigned by Director.


    Essential Skills

    • Display passion and optimism

    • Work cooperatively with coworkers and supervisors

    • Able to work in a fast paced environment

    • Ability to multitask

    • Self-motivated, ability to work independently

    • Strong computer skills

    • Attention to detail


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