***This position is Remote***
Job Summary
This position is responsible to support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of the Quality Assurance effort is to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience, and overall quality of Customer experience interactions.
What you will do
- Responsible for monitoring and evaluating a high volume multi communication channels to ensure quality standards are met.
- Provides coaching, advice, and guidance on quality assurance findings and delivering performance feedback.
- Effectively capable of partnering with BPO and offshore resources through calibrations.
- Understanding when confidentiality is needed and able to communicate with discretion and professionalism.
- Excellent oral & written communication skills, excellent interpersonal skills, exceptional listening, and analytical skills.
- Executes audits to ensure quality & consistency across all Quality Assurance resources.
- Generate reports analyzing trends and insights from QA data. Share's recommendations & process improvements that may improve overall customer experience.
- Developing and maintaining a vertical knowledge of our products.
- Communicates process updates/workflows to the guide team and training department.
- Capable of working in special projects and performs other duties as required.
Travel/Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications
Must have:
- Typically 4 or more years of related experience.
- Typically High School education, vocational training and/or on-the-job training.
- Provides superior customer service and does not sacrifice quality in order to meet statistical goals.
- Basic knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge.
- Working knowledge of Microsoft Windows 2000, XP, Vista, and future upgrades as they are released.
- Working knowledge of Microsoft Word, Microsoft Excel as they are used within HSPS and HSPS products.
- Working knowledge of HSPS Dental Software(s).
- Ability to prioritize, handle stress, and adapt to change.
- Prior support center, call center, and BPO Experience a plus.
- 2-5 years' experience in customer quality assurance
- Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
- Strong time management skills and the ability to prioritize work
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with and resolve complex issues
- Ability to plan and arrange activities
- Excellent interpersonal communication skills
- Excellent written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work effectively under pressure
- Analytical thinking
- Oversee small projects
- Identify and recommend continuous improvement opportunities
- Establish productive working relationships at multiple levels within the organization
Nice to have:
- Bachelor's degree preferred.
The posted range for this position is $35,000-$45,000which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One
Henry Schein Oneis the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, Puerto Rico, or other US Territories at this time.
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Henry Schein One, LLC
paid time off, short term disability, 401(k)
Jan 15, 2025