Quality Assurance Analyst - Patient Contact Center - Business Services Group

Position: Quality Assurance Analyst - Patient Contact Center - Business Services Group

Job ID: 164710

Location: US-TX-Houston


Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a - 5p Monday - Friday

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 14,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.  At Texas Children’s Hospital, diversity, equity, and inclusion are at the core of our values and mission for the patients and their families that we serve. We are committed to providing a diverse and inclusive work environment for all faculty, staff and learners throughout our organization. We believe that each member of our one amazing team provides enrichment that allows us to create a lasting legacy for future employees of this great organization.   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


We are searching for a QA Analyst Contact Center -- someone who works well in a fast-paced setting. In this position, you will provide quality review and continuous improvement for the business contact center. The analyst is accountable for monitoring the adherence to policy and procedures for the department. Ensuring that the appropriate number of calls are monitored, reviewed and scored for each agent.  The QA Analyst will create and deliver agent-level score cards, a team score card and a department score card monthly. 


Think you’ve got what it takes

Responsibilities :

Job Duties & Responsibilities

  • Monitoring Contact Center agent contacts across multiple lines of the call center
  • Performs call monitoring on agent calls for all lines of service within the department
  • Scores each agent against set criteria of quality and policy adherence expectations
  • Creates reports to show the performance of each agent, team of agents, functional areas and department-level summary reports
  • Ensures that the quality performance metrics are always met
  • Generates department trend and performance reports monthly, agent, team and department
  • Delivers the scores and feedback to Supervisors, Managers and Director
  • Meets regularly with the Contact Center leadership and quality team to review and give feedback and coaching on individual agent’s monthly performance
  • Provides continuous improvement for the QA function
  • Provides actionable data to various internal support groups as needed
  • Supports and facilitates improvements of the QA process and the methods used
  • Ensures excellent customer service to internal and external customers
  • Fully participates in the department’s performance goal of delivering first-class customer service
  • Acts as an escalation point for internal and external customer issues, reviews call in question, and facilitates corrections and/or escalates to the leadership team


Skills & Requirements

  • Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s unless approved for a medical or religious exemption
  • High School Diploma or GED
  • Required 3 years contact center experience with preferred 2 years Quality Analyst position
  • A Bachelor’s degree may substitute for two years of the required experience

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