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Job Details

Call Center Quality Associate

Company name
Saint Agnes Hospital

Troy, MI

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Department: Infrastructure Field Services Additional Job Details: FT Days Marketing Statement Ascension Information Services is one of the nation\u2019s largest healthcare information technology services organizations. We provide Ascension and its subsidiaries low-cost, high-value IT infrastructure and software application services that: \u2022\u00a0Support rapid and effective clinical decision making \u2022\u00a0Improve efficiency and care transitions \u2022\u00a0Foster information sharing across the continuum of care \u2022\u00a0Make knowledge and data actionable, leading to improved\u00a0patient outcomes Job Description Summary : The Quality Analyst (QA) responsibilities include performing reviews of customer phone calls and tickets. The QA will review and grade customer contacts for technical accuracy, compliance to policies and procedures and observable soft skills. Provide feedback to assist in the creation of quality standards and performance improvement goals. This Quality Analyst will perform Service Desk Analyst (SDA) coaching. Quality Analyst position also responsible for hosting and facilitating regular meetings between the Service Desk and customer IT leadership teams. Responsibilities : Conduct Service Desk Analyst call recording and ticket reviews and evaluations Conduct Service Desk Analyst soft skill, process adherence & technical coaching Conduct ticket audits which align with current processes and standards Write fundamental documentation in a clear, concise manner per standards Share knowledge effectively within the Service Desk team Work directly with Service Desk leadership to communicate and address quality concerns Utilize feedback from AIS Resolver Teams to facilitate improved Service Desk quality Quality calibration with team members and other support staff and team leads Participate in the continuous improvement of the Service Desk Quality Program Investigate and determine root cause of customer complaints Conduct \/ lead training sessions (as needed), this position works closely with Training team Schedule, facilitate and document ministry meetings between Service Desk and ministry IT leadership teams This position is with AIS and will have local and national responsibilities in the support of IT end users and IT quality initiatives across Ascension from the AIS Service Desk location in Troy, MI. Qualifications Education: Bachelor's degree preferred or equivalent experience. Work Experience: One year of experience preferred Bachelor's degree preferred or equivalent experience Willingness to travel approximately 10% in support of other Ascension locations Willingness to reside within a commutable distance of Troy, MI Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio Prefer a minimum 3 years\u2019 experience with an IT Continuous Service Improvement (CSI) Quality program Prefer prior Quality Coaching experience in an IT Service Desk organization Experience developing course material, leading technical training sessions in classroom setting, web based, or CBT training in an IT Service Desk organization preferred Experience in writing, editing technical articles for publication in an IT knowledge data base preferred It is preferred to have experience with ServiceNow software. It is preferred to have experience with service desk and other related IT service management software. It is preferred to have experience with common automatic call distribution telephony systems and associated optimization software.

Company info

Saint Agnes Hospital
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Company Profile
St. Agnes also supports off-site facilities including Seton Imaging Center and the Ellicott City Surgery Center. For more information, please call 410-368-6000. In 1862, The Daughters of Charity began St. Agnes Hospital, carrying on their centuries-old mission of service. The first Catholic hospital in Baltimore, St. Agnes was originally created to provide nursing care for the poor. The facility moved to its present location in 1876 and was reorganized as a full-service hospital in 1906. Today St. Agnes Hospital is a full-service community teaching hospital with residency programs in a number of medical/surgical specialties.

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