Support the PEC Training and QA Manager in developing the Quality Assurance (QA) program for our Patient Engagement Center (PEC).
Evaluate patient interactions, collect and analyze data to improve processes and protocols within the contact center.
Identify coaching opportunities and support PEC Managers in helping Patient Engagement Advocates improve their skills.
Monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance.
Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring.
Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams.
Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements.
Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management.

Minimum 2-3 years quality assurance experience in a contact center environment
Experience with QA automation and speech analytics tools, including AI, a plus
Empathy and coaching abilities to provide feedback that is not only constructive but also supportive
Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions
Healthcare/physical therapy experience a plus
Knowledge of customer service best practices
Detail-oriented, self-reliant, and process-driven mindset
Strong communication (verbal and written), interpersonal, and conflict resolution skills
Ability to excel in a fast-paced and stressful work environment
Must be technically savvy, with demonstrated experience working with multiple systems and apps.

Eligibility for full benefits package beginning within your first month of employment.
Generous PTO (Paid Time Off) plans and paid holidays.

Patient Engagement Center QA Analyst

Key skills