Work from Home
Location: Remote, United States
Qualifications:
- Do other people describe you as data-driven?
- Can you motivate and improve others to achieve a business outcome?
Part-Time Call Center QA Trainer Job
Description
To measurably improve the satisfaction of our clients’ fertility patients. To increase our clients’ conversion of new patient inquiries to initial consultation. To increase our clients’ conversion of new patients to treatment. To systemize strategies that delight patients who have had successful clinical outcomes and support those who did not. To help to further develop these strategies and train our clients on how to implement them. You don’t have to own account management, project management, creative, or digital. You have a different team member to back you up for each of those areas. You own Fertility Bridge’s systems for what happens inside of our clients’ offices.
Outcomes:
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
- Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
- Supports and communicates business goals, quality standards, processes and procedures and policies
- Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Conduct / Lead training sessions (as needed)
Areas of Responsibility:
Fertility Bridge focuses on eight to twelve business strategies, and then applies the proven strategies to our clients. Each strategy usually includes only a piece of some, not all, of the digital segments. You are in charge of continuously improving the calls of our clients and their employees. You will also direct how they are applied to the unique situations of each client.
- Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
- Provides performance expectations, action plans and development plans to improve call quality
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
- Conducts mock call training for new associates after they complete classroom training
- Conducts side-by-side and listening feedback sessions with associates on a regular basis