Specialist, Call Quality Assurance (IT)

Job title: Specialist, Call Quality Assurance (IT) in USA at DaVita

Company: DaVita

Job description: Posting Date 05/14/20252476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of AmericaSpecialist, Call Quality Assurance (Revenue Operations)General Purpose of the JobProvide QA auditing of customer interactions by monitoring and scoring incoming and outgoing pre-recorded ACD calls to ensure quality customer service is delivered and minimize risk to the village. Work closely with team lead and supervisor, as well as revenue operations teams on delivering teammate coaching. Meet quality standards and KPIs. This position does not have direct reports and will report to the Supervisor, Call Quality Assurance.Essential Duties and ResponsibilitiesAudit

• Quality Assurance audit telephone calls, chat sessions to ensure service standards are met to protect our patients PHI (protected health information) and the delivery of excellent customer service

Collaborate with stakeholders

• Attend necessary meetings with team lead and leadership stakeholders


• Collaborate with revenue operations leadership on policy and procedures


• Provide individual coaching for performance enhancement


• Partner with call center management to evaluate and meet quality goals

Training and teach backs

• Record and report on results of customer service ratings and training sessions


• Provide recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations

Education and ExperienceHigh school diploma, GED, Associate’s degree, related certifications, or relevant related experience1-3 years working in a call center environmentExperience partnering with revenue operations1-3 years working with QA softwareBasic problem solving / data analysis skillsAbout Information TechnologyThe Information Technology Department designs, develops and maintains software programs required to keep DaVita on the leading edge of medical technology. DaVita's Information Technology Department has both clinic facing and non-clinic facing subgroups that provide our clinician teammates the tools to provide quality patient care. DaVita IT utilizes designers, developers, system architects, project managers, application architects, nurses, trainers and many more professionals to incorporate the technology needs of our clinicians, business and physician customers.Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."Why wait? Explore a career with DaVita today.Go to http://careers.davita.com to learn more or apply.To learn more about our Village and the world of dialysis, click here.What We’ll Provide:More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out


• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

#LI-SM5At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.This position will be open for a minimum of three days.Salary/ Wage Range $19.00 - $24.50 / hourIf a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position. New York Exempt: • New York City and Long Island: $64,350.00/year • Nassau, Suffolk, and Westchester counties: $64,350.00/year • Remainder of New York state: $60,405.80/year New York Non-exempt: • New York City and Long Island: $16.50/hour • Nassau, Suffolk, and Westchester counties: $16.50/hour • Remainder of New York state: $15.50/hour Washington Exempt: $77,968.80/year Washington Non-exempt: • Bellingham: $17.66/hour • Burien: $21.16/hour • Unincorporated King County: $20.29/hour • Renton: $20.90/hour • Seattle: $20.76/hour • Tukwila: $21.10/hour • Remainder of Washington state: $16.66/hourFor location-specific minimum wage details, see the following link:Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more atColorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Expected salary: $19 - 24.5 per hour

Location: USA

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