Key Responsibilities

• Collaborating with cross-functional teams to manage and address quality issues.
• Developing and delivering training programs for quality awareness and improvement of skills.
• Assure the reliability and consistency of production by checking processes and final output
• Report all malfunctions to main executives to ensure immediate action
• Facilitate proactive solutions by collecting and analyzing quality data
• Keep records of quality reports, statistical reviews and relevant documentation
• develop, implement and manage quality control measures and processes to ensure all project’s meet quality specifications
• recognize any problems such as product defects or bugs and conduct a thorough analysis to determine the problem, especially if it reoccurs
• carry out employee performance evaluations and manage disciplinary procedures
• Facilitate proactive solutions by collecting and analyzing quality data
• Performing regular audits to verify compliance with quality standards and operational guidelines.

• Utilize advanced Call Listening software tools such as Patient Prism and Peer Logic to assess the quality of both inbound and outbound calls.
• Identify calls with suboptimal scores and promptly flag them for further review by Organization Team Leaders.
• Collaborate with Team Leaders to implement targeted coaching sessions for agents to improve their performance based on identified areas of improvement.

• Conduct thorough call audits to ensure adherence to prescribed scripts and protocols.
• Maintain meticulous records of audit findings and provide actionable feedback to agents and supervisors.

Qualifications

• BS/BA in business administration or relevant field
• Knowledge of call center technology and management systems.
• Certified Quality Auditor (CQA), Certified Quality Engineer (CQE), Lean, Six Sigma, or International Organization for Standardization (ISO) certifications preferred
• Proven experience in quality assurance within a call center environment, preferably in the dental or healthcare industry.
• Proficiency in using Call Listening software, such as Patient Prism and Peer Logic, to evaluate calls and generate insights.
• Strong attention to detail and analytical skills, with the ability to identify trends and patterns in call data
• Excellent communication skills, both verbal and written, to provide constructive feedback and communicate effectively with team members and stakeholders.

General Skills

• Quality Management
• Risk Assessment
• Performance Metrics
• Quality Control (QC)
• Root Cause Analysis
• Data Analysis Software (e.g., Minitab, Tableau)
• Six Sigma Tools
• Customer Satisfaction (CSAT)
• Key Performance Indicators (KPIs)