The Quality, Education & Applications Specialist (QEAS) will work to support all call center-related applications, including, but not limited to, 1Call Amtelco, OPO LifeQuest, directory changes, Contact Center Bridge Homepage and training documentation. This position will develop and oversee the Quality program to ensure performance consistency on agents' adherence to quality, processes and service standards. This position will be responsible for providing a consistent monitoring approach and quality reporting while identifying process-improvement opportunities. The QEAS will assist in the interviewing and selection of agents and will perform supervisor functions as needed. The position will assist in training agents and customers. This position will be responsible for call center application edits, maintenance and change management. The QEAS must work on a variety of shifts to accomplish the assigned tasks and will serve on the on-call rotation.

Minimum Education and Experience Requirements::

• Associate's degree preferred.
• A minimum of two years of related experience in a health care environment directly related to call centers, practice operations and/or quality assurance, education/training programs.
• One (1) year of experience with ACD or phone system is preferred.
• Contact center certification in quality assurance preferred.
• One (1) year of experience with contact center applications is preferred.
• Two (2) years of supervisor/management experience required.
• An in-depth knowledge of the processes and procedures of the UF Health Contact Center must be demonstrated.
• Must have excellent interpersonal, customer service and communication skills.
• Must be able to perform under stress when confronted with emergency, critical or unusual situations.
• Must be able to multitask effectively, maintaining a high standard of patient focus while making generalizations, evaluations or decisions based on sensory or judgmental criteria.
• Strong working knowledge of Microsoft Office products is required.
• Able to easily adapt to changing policies and protocols.
• A working knowledge of medical terminology preferred.