Quality Coordinator (H) - Full Time - Bascom Palmer Eye Institute - Miami, FL

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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Quality Coordinator in Miami, Florida.

The Quality Coordinator ensures that the Contact Center Team maintains service level expectations and adheres to established policies and guidelines. This position supervises junior staff members and participates in training initiatives to ensure optimum efficiency within the unit.

CORE JOB FUNCTIONS  

• Serves as the quality assurance team lead, role model, and subject matter expert for staff.

• Provides performance coaching and support to phone colleagues, including development of tracking tools and aids. 

• Coordinates the daily work activities of the Quality Assurance Team.

• Completes weekly scorecards for all team members.

• Monitors, listens, and evaluates inbound customer calls and emails.

• Holds one-on-one meetings with staff to provide coaching and feedback.

• Works with management to set Call Quality Standards based on industry best practices.

• Participates in the development and improvement of call monitoring formats and quality standards.

• Assists management in the recruitment, selection, and onboarding of quality analysts.

• Prepares and analyzes internal and external quality reports for management staff review.

• Coordinates and co-leads quarterly calibration meetings with supervisors and team leads to ensure consistency in scoring methodologies. 

• Maintains data collection for quality assurance metrics within internal departmental database.

• Tracks internal quality scores, identifies quality trends, and suggests action items to senior staff. 

• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                                         

Education:

Bachelor’s Degree in relevant field

Experience:  

Minimum 2 year of experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships.

• Ability to work independently and/or in a collaborative environment.

• Skill in collecting, organizing and analyzing data.

• Skill in completing assignments accurately and with attention to detail.

• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

Department Specifics

The Quality Coordinator is responsible for ensuring the contact center team is maintaining service level expectations and adhering to established contact center policies and Quality Assurance guidelines. Performs tasks necessary to support the Quality Monitoring team and maintain quality and service standards within the organization. Under direct supervision, supervises a team of Quality Analysts, participates in QA and internal training initiatives, participates in quality calibration sessions and oversees the internal processes of the quality program.

• Serves as the Quality Assurance team lead and role model for and subject matter expert for staff, call center team leads and management team; provides performance coac