All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday - Friday

Location: Remote

The role you’ll contribute:

The Consumer Experience Center (CxC) Quality and Experience Analyst is responsible for working with cross-functional teams in a rapidly growing centralized environment to improve interactions between AdventHealth and its consumers. The Quality and Experience Analyst will audit calls, chats, and other consumer interactions to ensure that contact center representatives are meeting performance, quality, safety, and consumer experience expectations. The Quality and Experience Analyst will evaluate interactions and provide feedback to supervisors and coaching opportunities to specialists. Evaluations should be completed in a timely manner, with accuracy and using a consistent approach. It should include an approved impartial scoring and recommendations for improvement. Ideal candidates for this position will have a high attention to detail and effective communication skills; experience in quality and process improvement initiatives is an asset for this position. Key responsibilities of this role include ensuring that associates are delivering a high-quality experience at every consumer touchpoint and working collaboratively with other CxC staff and leaders to achieve quality and performance standards. The Quality and Experience Analyst will be expected to excel in a fast-paced environment and meet productivity goals, performing a required number of audits per week. The Quality and Experience Analyst reports to the department Manager and maintains a working knowledge of the CxC services, technology, and workflows.

The value you’ll bring to the team:

• Perform audits of consumer interactions (e.g., inbound and outbound calls, web requests, chats)
• Score each interaction audited and provide quantitative and qualitative results on established
• criteria, such as service knowledge, use of scripts, customer service aptitude, active listening
• and diction, and efficiency, among other measure
• Monitor performance trends and work with leaders to recommend improvements to training,
• workflows, knowledge document creation and any other areas that impact the consumer
• experience
• Offer recommendations to leadership for improvement based on data analysis, trends, and/or
• behaviors.
• Review post-call survey results and prepare recommendations based on consumer feedback
• Ensure contact center is compliant with HIPAA and any other risk/compliance standards
• Escalate safety concerns to CxC leaders immediately and work with teams to resolve any issues
• Research and follow up on corporate escalation concerns
• Clearly understand daily workflows across all CxC service areas
• Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal
• supervision, as appropriate
• Partner with training to ensure department associates have proficiency in quality assurance
• tools and standards.
• Adhere to department policies and procedures
• Perform other duties as assigned by CxC leadership team
• Bilingual - Spanish

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• Ability to articulate the mission of AH and the CxC
• Demonstrated interpersonal, customer relations, and written and verbal communication skills
• Ability to work in a matrix-management environment to achieve organizational goals
• Collaborative, team-oriented, and a strong ability to lead
• Personal commitment to promoting high performance
• Demonstrated diplomacy and patience while interacting with colleagues and consumers
• Personal integrity and an ability to work under stress
• Strong organizational and coordination skills
• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate
• judgment
• Flexibility with variable schedule(s) and overtime, as necessary
• Ability to maintain confidentiality
• Aptitude to work under limited supervision and ability to prioritize work to support various
• projects
• Must be proficient with Microsoft programs such as Word, Excel, and Outlook
• Proficiency in the use of a desktop computer, including excellent typing skills
• Technological aptitude to master additional programs and technologies

EDUCATION AND EXPERIENCE REQUIRED:

• 1 years’ experience in a call center environment -OR-
• Experience in a Quality Assurance or equivalent role

EDUCATION AND EXPERIENCE PREFERRED:

• Associate degree in related field required or relevant experience
• Healthcare experience
• Bilingual – Spanish