Associate, Contact Center Quality Analyst

Call Center Downers Grove, Illinois


Description

Company: Oak Street Health

Title: Associate, Contact Center Quality Analyst

The mission of Oak Street Health is to rebuild healthcare as it should be. 

We are a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare.

The Oak Street model integrates outstanding clinical expertise, technology, and teamwork to deliver improved care quality and cost savings. These cost savings are then reinvested into care in our communities, creating a virtuous cycle of improving community health. 

We are a national organization serving over 100,000 patients and we are growing rapidly. We are a diverse team of care providers, service team members, technologists, community outreach experts, business professionals, and more -- all dedicated to our Oaky Values and motivated by our mission. We’re looking forward to getting to know you!

For more information, visit www.oakstreethealth.com.

Role Description:

The Associate, Contact Center Quality Analyst is responsible for assessing the quality of the performance of our contact center associates. The Associate, Contact Center Quality Analyst  monitors inbound and outbound calls to assess a representative's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.  This role assists in developing, creating, and implementing contact center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance overall customer experience.

Core Responsibilities:

  • Perform call monitoring and provide feedback on performance to the contact center leadership team

  • Assist with tracking and documenting quality performance at team and individual levels

  • Monitor and report trend data to the necessary parties

  • Identify and resolve workflow and production issues

  • Participate in call calibration sessions to understand and identify customer service expectations

  • Keep track of industry trends

  • Other duties as assigned

What are we looking for?

  • High school diploma or equivalent required; Undergraduate degree preferred

  • 1+ years of Quality Assurance or customer service experience in a call center environment

  • Proficient with technology, software applications, and phone systems

  • Exceptional verbal and written communication skills

  • Demonstrated ability to meet and/or exceed determined performance goals

  • US work authorization

  • Someone who embodies being “Oaky”

What does being “Oaky” look like?

  • Radiating positive energy

  • Assuming good intentions

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and delivering results

  • Being scrappy

Why Oak Street?


Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

  • Collaborative and energetic culture

  • Fast-paced and innovative environment

  • Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.