This position is responsible for monitoring, trending, and managing various contact center quality monitors including reworks, case referrals, clinical call quality, and casework reviews of completed cases to ensure quality, accuracy, and timeliness services provided. Duties include but not limited to: Completing quality reviews and recommend corrective actions to Pharmacy Services senior level, management staff by conducting quality reviews of customer calls including: analyzing the quality of the call handling, reviewing service request management, and checking accuracy, consistency, effectiveness, and timeliness. Formulating statistics and recommendations for the business units regarding staff performance and quality of services provided to our Veterans. Independently in the absence of
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