About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

Eligibility on day 1 for all benefitsDollar-for-dollar 401(k) match, up to 5%Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and moreImmediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

The Contact Center Quality Assurance Specialist monitors and documents employee performance quality. This position ensures services meet established quality standards. Additional duties include developing metrics, trend analyses, reporting, and assisting with training initiatives.

Essential Functions of the Role

Performs call monitoring, evaluation, feedback, and documentation.Performs quality checks and audits of calls and electronic contacts. Ensures adherence to policies and procedures and high customer service.Meets the monthly minimums to include the volume numbers of calls monitored throughout the department.Works with Supervisors to help them coach the Contact Center staff. This is done by answering questions and clarifying feedback and comments.May need to deliver coaching to the staff as needed.Monitors, identifies, and documents trends and quality risks, and serves as a resource regarding quality concerns or issues.Participates in meetings, and provides feedback on productivity to contact center employees and management.Participates in continuous quality improvement initiatives.Helps the post-call survey process.Works closely with management to provide feedback on patient satisfaction to help process improvements.Works with the appeals process.Partners with the training team to identify needs, develop materials, and assist with initiatives to enhance call center quality scores.Conducts regular department and enterprise call calibration sessions to ensure consistency with call scoring within the department.Provides trend reports and conducts analyses to drive call center performance.Reviews various reports to ensure that contact service forms have been resolved timely and accurately.

Key Success Factors

Proficient in all Microsoft Applications including Word, Excel, and PowerPoint.Ability to work in a fast-paced, ever-changing environment.Excellent verbal, written, and electronic communication skills are required.Complex problem-solving skills are required.Requires attention to detail, with good data collection, management, and analyses.Ability to plan and organize.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - H.S. Diploma/GED EquivalentEXPERIENCE - 3 Years of Experience