Automated Health Systems, a dynamic healthcare company, is looking to hire a Quality Assurance Specialist to join its team. This is an on-site position in our Pittsburgh, PA office.
Benefits:
- Health/dental/vision/supplemental insurance/401(k)/Paid Time Off
- Comprehensive and ongoing training
- Employee Wellness Program
- Strong company culture with career growth opportunities
The Quality Assurance Specialist is responsible for real time analysis of all Contact Center traffic utilizing the Workforce Management Suite (system) application.
The primary responsibilities include making effective decisions to manage volumes, approve time off, shift changes and Contact Center activities that affect staffing and the department's ability to meet established Service Level Agreements (SLAs). This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center.
The Quality Assurance Specialist requires an effective communicator who can work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.
- Strong analytical skills to make real time decisions.
- Strong attention to detail with strategic thinking and planning skills required.
- Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others. Proficient with Microsoft Office programs.
- Experience with WFM applications (i.e., NICE InContact, Aspect, Verint, etc.).
- Experience with call routing strategies preferred.
- Experience with traditional Contact Center workforce planning, forecasting, planning, and general management strategies, and execution.
- Experience with real-time management of traditional Contact Center staff.
- Experience with execution to impact approaches, adjustment, and recovery strategies.
- Two years' experience in workforce management Contact Centers.
- Associate's Degree or equivalent experience required; Bachelor's Degree preferred.
AHS is an Equal Opportunity Employer. Please visit our website for more information:
"The Enlightened Choice in Health Service Management"