Contact Center Quality Assurance Coordinator
UW CODE AND REPRESENTATIVE GROUP
18106 (SEIU Local 925 Contact Center)
DISTINGUISHING CHARACTERISTICS
Under general supervision, in the UW Medicine Contact Center, promote accurate and consistent data entry and standardized application of operating procedures, and support continuous learning and quality improvement, by observing, assessing and documenting the quality of customer service provided by Contact Center Representatives.
TYPICAL WORK
Utilize quality monitoring software to observe and evaluate a Contact Center Representative’s (CCR’s) recorded communications and interactions on inbound or outbound contacts;
Assess the quality of service provided by CCRs based on highly detailed pre-established evaluation guidelines;
Review and assess accuracy of CCR activity in an electronic health record system, such as Epic, as well as other communications sent to clinics;
Participate in calibration activities to support consistent and fair evaluation with minimal variances;
Review, research and respond to issues sent by clinic staff to a centralized message queue. Notify supervisors of authenticated issues and provide specific corrective instructions to avoid repeated errors;
Identify areas of quality improvement and recommend coaching topics to supervisors based on trends in CCR group performance;
Provide individualized feedback to Contact Center Supervisors based on observed CCR performance;
Document information regarding error processing for reporting purposes;
Assist in the preparation of statistical reports related to the quality and accuracy of service provided;
Maintain electronic support documents and update the standard operating procedures utilized by CCRs;
Maintain confidentiality of staff performance data;
Participate in special projects, as needed;
Perform other duties as assigned.
MINIMUM QUALIFICATIONS
High school graduation, or equivalent,
AND
Three (3) years of general office experience
OR
Two (2) years of office or customer service experience in a healthcare setting.
Class Specification History:
New Class : November 25, 2013;
Class adopted for UW contract classified staff per PERC decision re SEIU 925 Contact Center bargaining unit, effective October 16, 2014 (Case #23546-E-10-3593).