Call Quality Analyst

at  Dexis

POSITION SUMMARY

The primary function of this position is to analyze associates’ performance in accordance with departmental standards by review of call monitoring and assist in driving organizational improvements by identifying and reporting on performance and knowledge gaps. Also to train and coach associates in an effort to ensure the highest level of quality, customer service, and adherence to organizational policies and procedures.

QUALIFICATIONS:

The candidate selected for this role must have the technical knowledge and be able to fully understand the technical aspects of calls being reviewed. Also must have the ability to work with multiple teams to drive improvement of processes at the organizational level and individual development at the associate level. This role requires excellent written and verbal communication skills in order to deliver coaching and training to associates as well as exceptional listening and analytical skills. The ideal candidate for this role should be professional, confident, positive, and be able to communicate with employees at all levels of the Dental Imaging organization and foster an atmosphere of teamwork with others.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent
• 2 years of call center customer care experience; preferably in a technical environment.
• Trained on applicable DEXIS imaging products
• Intermediate proficiency of Microsoft Office Suite
• Operational policies and process experience
• Intermediate to advanced knowledge with internet technology
• Computers and Electronics – must have knowledge of computer hardware and software, including applications and programming.

PREFERRED QUALIFICATIONS:

• 4-year college degree or 2-year college degree with 2 years of related work experience
• Previous DEXIS technical support experience preferred
• Exceptional listening, written and analytical skills.
• Proficient in Word, Excel, and PowerPoint for presentation and report development.
• Strong knowledge of dental imaging processes and techniques.
• Positive attitude – does what it takes to successfully accomplish goals
• Cooperative – doing or willing to do what is asked or required
• Soft skills – ability to engage customers verbally in a professional manner
• Teamwork – must be willing and able to work closely with other teams, and peers in a professional and respectful manner.
• Strong interpersonal skills, effective audit skills, and is self-confident and resourceful.
• Strong analytical skills, proven ability to think strategically and to prioritize.
• Strong organizational skills; attention to detail; and exceptional problem-solving skills.
• Comprehensive understanding of program requirements and work instructions.
• Organization, professionalism, accurate documentation skills and the ability to comply with regulatory requirements are essential.
• Reliability to follow through and complete assignments.
• Training skills preferred.

• Participates in the design of call monitoring formats and quality standards
• Works with DEXIS support teams to perform call monitoring and provide trend data to DEXIS Customer Experience leadership
• Uses quality monitoring data management system to compile and track performance at the team and individual levels
• Document session notes in appropriate systems
• Coaches call center agents on QA performance improvement
• Prepares and analyzes internal and external quality reports for leadership review
• Participates in customer and client listening programs to identify customer needs and expectations
• Handles live calls to maintain proficiency on products being monitored
• Provides actionable data to various internal support teams as needed
• Coordinates and facilitates QA training sessions for call center staff
• Provides feedback to DEXIS Customer Experience leaders and other departments to drive process improvement
• Other duties as assigned