Call Center Training and Quality Monitoring Analyst

Kelsey-Seybold Clinic is a Houston-based multi-specialty clinic with over 20 clinics in and around the Houston metropolitan area. Our committed staff, including approximately 300 providers, utilizes state-of-the-art technology and innovative ideas to create a healthcare system that serves over 250,000 patients.

 

 

Purpose of this job is to monitor agent calls to ensure quality service and compliance with call center procedures for correct handling. This position will monitor calls and provide feedback and trend data to supervisors, representatives as well as the process and procedure area. This position is also responsible for training development and delivery of new hire and recurrent training. Perform special projects when necessary.

 

 

Requirements:
?Bachelors degree in Business or related area, or equivalent work experience.
?2 years previous training experience.
?Previous experience performing quality monitoring and feedback.
?Previous experience in a call center environment.
?Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
?Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
?Strong organizational and time management skills.
?Ability to objectively score calls and perform data and trend analysis of results.
?Ability to effectively develop and deliver training to adults.
?Strong presentation and public speaking skills.
?Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word.
?Experience and familiarity with call center technologies including call routing, workforce management, call monitoring and recording systems.
?Fluent in both verbal and written English.

 

 

Preferences:
?College Degree or 3 ? 5 years experience in adult education and learning processes.
?0 - 2 years Healthcare knowledge
?3-5 years previous experience training in a call center environment.
?Experience with innovative training techniques and tools, including on-line and self-paced training.
?3-5 years experience with adult education and learning.
?Previous experience using a quality monitoring system.
?Ability to create multimedia training tools.
?Experience with Nortel Symposium and Blue Pumpkin Workforce Management systems.
?Conversational Spanish.




 

To be considered for this position, please go directly to our website at www.kelsey-seybold.com to apply online.

 

 

?Kelsey-Seybold Clinic is an EE/AA Employer?