Contact Center Quality Analyst

Quality And Training Contact Center Specialist

The Quality and Training Contact Center Specialist is responsible for ensuring service excellence within the contact center by monitoring and evaluating customer/patient interactions while also designing and delivering training that supports agent development and performance. This dual role position promotes a culture of continuous improvement by holding agents accountable to quality standards and equipping them with the knowledge, skills, and tools needed for success.

Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 11 ministries and access points across Indiana, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.

What You Can Expect

• Position is Hybrid, must be able to travel to a Franciscan Location - Hammond, IN; Lafayette, IN, or Indianapolis IN for onsite training and to train other Franciscan employees.
• Monitor and evaluate inbound and outbound calls, chats, and other customer service interactions for accuracy, professionalism, compliance, and service quality.
• Develop, maintain, and administer QA evaluation forms, scoring guidelines, and performance benchmarks.
• Document findings and prepare quality and performance reports, identifying trends, gaps, and improvement opportunities.
• Provide clear, timely and constructive coaching and feedback to agents and supervisors to improve skills and service outcomes.
• Partner with leadership to identify training needs through QA results, performance metrics, and agent feedback.
• Facilitate calibration sessions to ensure consistency in QA scoring and expectations.
• Design, develop, and deliver training for new hire onboarding and ongoing workflow and skill development.
• Maintain up to date training materials, job aids, and knowledge resources.
• Conduct needs assessments using QA results, performance metrics, and leadership feedback to identify training priorities.
• Facilitate engaging and interactive training sessions in both group and one on one settings. Partner with leadership to support performance improvement initiatives and reinforce training through coaching.
• Measure training effectiveness through post-training assessments, agent performance outcomes and quality results.

Qualifications

• Required High School Diploma/GED
• 2 years Healthcare Contact Center QA, Customer Service or Training Preferred
• 1 year Facilitating training sessions or employee development programs Required

Travel is required: Up to 20%

Equal Opportunity Employer

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law. Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights. Franciscan Alliance is committed to equal employment opportunity.