Call Handling Specialist

Role Overview We are seeking a detail-oriented Performance Monitoring Specialist to evaluate and enhance our customer contact quality. In this role, you will assess voice and non-voice transactions, analyze performance trends, and ensure adherence to company and regulatory standards (including HIPAA). You will play a vital role in driving continuous improvement and elevating the overall customer experience. Key Responsibilities Quality Evaluation: Monitor, evaluate, and score calls and cases based on established criteria to ensure compliance with quality standards and industry regulations. Data Analysis & Reporting: Track quality trends, conduct root cause analyses, and provide weekly and monthly trend reports to leadership. Continuous Improvement: Formulate corrective action recommendations, identify training needs, and drive projects that promote quality enhancements. Collaboration: Host and participate in internal/external calibration sessions to ensure scoring consistency across teams. Compliance: Maintain strict adherence to all company, regulatory, and HIPAA policies and procedures. Qualifications & Skills Experience: 3+ years of call quality audit experience is strongly preferred. Industry Knowledge: Background in a patient support program and experience with Adverse Event reporting are highly desirable. Technical Skills: proficiency in MS Office (Excel, PowerPoint, Word, Outlook) with excellent data collection and trend reporting capabilities. Communication: Exceptional verbal and written communication skills; bilingual in Spanish is a asset. Education: High school diploma, GED, or equivalent required. A degree or diploma in a relevant field is preferred.

salary: $19.99 - $20 per hour
shift: First
work hours: 7 AM - 8 PM
education: High School

Responsibilities

Quality Evaluation: Monitor, evaluate, and score calls and cases based on established criteria to ensure compliance with quality standards and industry regulations.
Data Analysis & Reporting: Track quality trends, conduct root cause analyses, and provide weekly and monthly trend reports to leadership.
Continuous Improvement: Formulate corrective action recommendations, identify training needs, and drive projects that promote quality enhancements.
Collaboration: Host and participate in internal/external calibration sessions to ensure scoring consistency across teams.
Compliance: Maintain strict adherence to all company, regulatory, and HIPAA policies and procedures.

Skills

• MS Office applications
• quality of service
• attention to detail

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.