Contact Center Quality Assurance Specialist in Danville, PA for Geisinger
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Contact Center Quality Assurance Specialist
Job SummaryResponsible for completing audits and reviews of incoming and outgoing telephone calls and follow-up work to ensure HIPAA and departmental standards are met. Responsible for activities involving employee and departmental quality, including compliance with the applicable customer service and scheduling results through detailed audit reviews.Job DutiesDevelops and modifies quality assurance monitoring forms and documents.Maintains employee audit logs.Performs quality reviews of randomly selected telephone calls to facilitate employee standard of performance.Performs quality reviews of randomly or focused scheduled appointments to facilitate adherence to guidelines and expectations.Compiles, tracks and analyzes area-


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