Quality Auditor - Contact Center Operations

As a Quality Auditor, you are responsible for all contact center quality assurance, associated with inbound/outbound calls, for all agents in Patient Access Management. You will score multiple calls on quality and audit all agents in Access Management. You will report findings to leadership for training, feedback and resolutions on performance.

The position requires the ability to maintain friendly and appropriate communication in any situation. Knowledge and understanding of ATI standard operating procedures, multiple software programs/platforms and workflows per team are required. You are focused on delivering and contributing to the exceptional customer experience promise every day.

The Quality Auditor must be motivated, professional, and energetic and be ready to work in a fast-paced, ever-changing environment. You must maintain a positive attitude, be a team player, and adhere to the ATI Physical Therapy core values and culture. You will need to provide exemplary customer service to both internal, and external customers and meet and maintain monthly productivity standards of quality and quantity. 

This is a remote position for United States based employees.

Work schedule Monday to Friday between the hours 7:00am and 7:00pm Central time.

• Auditing Interactions both inbound and outbound.
• Analyzing agent behaviors and problem-solving skills.
• Communicate findings to leadership at an agreed upon cadence.
• Identify opportunities to improve the workflow through Quality Data.
• Provide positive coaching upholding the highest level of customer service.

Minimum Education Required:
• High School Diploma, GED

Minimum Experience Required:
• 1-2 Year Call Center Experience
• 1 Year Healthcare
Preferred:
• 4 years Call Center Experience 
• 4 years Healthcare
• Knowledge of EMR/Patient Intake Process

Knowledge Skills and Abilities:
• Quality Management Platforms 
• Sufficient Knowledge in Microsoft Office
• Knowledge of Workforce Management Platforms