⭐ Key Responsibilities

• Lead quality assurance initiatives by monitoring inbound and outbound calls to ensure adherence to scripts, protocols, and organizational standards.
• Utilize advanced Call Listening software tools (e.g., Patient Prism, Peer Logic) to assess call quality and generate actionable insights.
• Identify suboptimal call performance and collaborate with Team Leaders to implement targeted coaching sessions for agents.
• Conduct regular call audits and maintain meticulous records of findings.
• Collaborate with cross-functional teams to address quality issues and implement proactive solutions.
• Develop, deliver, and maintain training programs to improve team skills and quality awareness.
• Report critical issues to management and recommend improvements to enhance operational efficiency.

📌 Qualifications

• Proven experience in quality assurance within a call center environment, preferably in dental or healthcare.
• Familiarity with call center technology and management systems.
• Proficiency in Call Listening software such as Patient Prism or Peer Logic.
• Excellent verbal and written communication skills to provide constructive feedback and collaborate with team members.

🌟 Key Skills

• Quality Management & Quality Control (QC)
• Root Cause Analysis & Risk Assessment
• Performance Metrics & KPIs
• Customer Satisfaction (CSAT) Monitoring
• Training & Team Development

🌟 Why You’ll Love This Role

• Lead and mentor a high-performing call center team.
• Play a critical role in ensuring exceptional patient experience.
• Utilize advanced tools and techniques to drive operational excellence.
• Contribute to a culture of continuous improvement and professional growth.