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Call Monitoring and Evaluation

• Evaluate call center interactions to ensure compliance with quality standards and identify opportunities for agent and team improvement.

• Listen to live and recorded calls to assess adherence to established standards. Use QA rubric to manually evaluate complex agent workflows and customer service.

• Provide detailed and actionable feedback on strengths and areas for development, both systemwide and at the individual agent level.

• Maintain accurate and organize records of call evaluations.

• Analyze call data to ensure that individual agent performance meets quality assurance standards and adheres to compliance regulations (HIPAA, etc.).

• Ensure the seamless delivery of support services by proactively monitoring and managing workflows and processes.

• Conduct root cause analysis for recurring quality issues and performance gaps.

Agent Coaching

• Deliver personalized coaching sessions to enhance agent performance and drive individual growth.

• Conduct monthly coaching sessions with each agent, focusing on trends identified through QA evaluations and conversational insights tools. Deliver precise and constructive feedback to agents.

• Use coaching sessions to reinforce positive behaviors and align agent performance with organizational goals related to productivity, customer service, and quality.

• Develop tailored coaching plans that address individual challenges.

• Develop and practice role-playing scenarios specific to healthcare that help agents practice handling complex and sensitive interactions in a controlled environment.

• Measure the impact of coaching sessions on individual and team performance over time.

• Foster a supportive environment that motivates agents and promotes a continuous improvement mindset.

Reporting and Process Optimization

• Analyze data and collaborate with stakeholders to improve call center processes and outcomes.

• Monitor, track, and analyze trends using quality and conversational intelligence data. Recommend targeted interventions to operational stakeholders.

• Actively seek ways to streamline processes and increase efficiency, including gathering feedback from stakeholders to identify opportunities for improvement.

• Generate reports summarizing evaluation results and coaching impact

• Provide insights to inform training curricula and operational strategies.

• Review calls flagged for critical errors and communicate findings to operational leadership

Partnership and Collaboration

• Work across teams to ensure alignment and a unified approach to quality and performance improvement.

• Collaborate with operations teams to understand organizational processes and goals.

• Partner with training teams to develop training materials and delivery for quality assurance and communication improvements.

• Participate in scheduled calibration sessions to maintain alignment with current scoring policies and ensure consistency across evaluations

• Create opportunities for agents to participate in quality reviews by hosting peer-to-peer feedback session and/or QA panels

• Assist CI team with build suggestions, feedback, and query validation to help ensure high accuracy rate of automated processes.

• Work with WFM team to assess the impact of proposed workflow changes on service levels and operational metrics.

General

• Manage small projects, including planning, execution, monitoring progress, and ensuring timely implementation.

• Contribute to team objectives and consulting with senior team members for guidance on complex tasks.

• Comply with all relevant build documentation and change control processes.

• Stay informed about best practices and emerging trends in quality assurance and conversational intelligence.

• Learn basic query builds/searches in Hummingbird’s CI platform.

• Support ad hoc requests for internal investigations related to quality monitoring

Required Skills and Experience

• 2+ years of agent experience in a patient contact center, or equivalent experience in a quality assurance, conversational intelligence, or similar role. Candidates must demonstrate proficiency in the role's primary responsibilities.

• Analytical and problem-solving skills, with experience driving operational improvements.

• Excellent communication and interpersonal skills, including the ability to effectively interact with healthcare professionals, operational leadership, and patient contact center agents.

• Service mindset and a commitment to delivering high-quality support services.

Desired Skills and Experience

• Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act).

• Project management experience, particularly in managing quality assurance initiatives and process improvements.

• Familiarity with natural language processing (NLP) and AI-based conversational intelligence tools for analyzing communication patterns and improving agent-patient interactions.

• Experience mentoring or coaching colleagues in an informal leadership role.

• Experience with call monitoring tools and conversational intelligence platforms.