QUALITY IMPROVEMENT ANALYST

Call Center Reporting Manager This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN\/UHS free standing SUD Facilities, daily and rolling up monthly. This position is responsible to perform quality call reviews for assigned locations and will independently "score" calls measuring quality metrics on call center agents using a systemic random process. The overall call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints\/concerns that arise from callers or facilities supported by the SUD National Call Center. Success in this role requires advanced Microsoft Office skills, strong analytical thinking, attention to detail, and clear communication. #J-18808-Ljbffr Alan B. Miller Medical Center