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Call Center Quality Specialist

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Position Description

ESSENTIAL DUTIES & RESPONSIBILITIES<?xml:namespace prefix = "o" ns = "urn:schemas-microsoft-com:office:office" />

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.

·         Audits telephone calls, customer interaction, and processes performance daily to ensure service standards and processes are being followed

·         Actively listens to calls daily to identify customer needs and expectations

·         Develops and conducts on-site and remote training and coaching sessions to introduce and reinforce service, technical and process standards as needed

·         Collaborates with Supervisors and Managers monthly to calibrate teammate calls,  and review standards and processes

·         Collaborates with QA and Training and Development team members weekly to identify and streamline processes and implement standards that enhance customer service excellence

·         Provides ongoing feedback to Supervisors, Managers, and Training & Development team regarding identified performance, coaching and training opportunities, and recommended system and process modifications

·         Uses QA tools to gather data and analyze trends or patterns affecting quality

·         Other duties as assigned


MINIMUM QUALIFICATIONS<?xml:namespace prefix = "o" />

Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required.

·         A bachelor’s degree (B.A.) from a four-year college or university is the minimum educational requirement to perform the role or at least 1 year of relevant customer service call center experience

·         Excellent communication (written and verbal), organization, and documentation skills and great attention to detail

·         Ability to respond effectively to sensitive and confidential information using discretion and judgment is essential to handle the responsibilities of the position

·         Prior QA or customer mapping experience is a plus

·         Up to 15% travel required

·         Proficiency in MS Office

Position Summary

  • Job Title: Call Center Quality Specialist
  • Job Function: Other - Corporate Office
  • Location: 2476 E Swedesford Rd, Ste 150, Malvern, Pennsylvania