American Heart Association

Quality Assurance Coordinator

Location US-TX-Dallas
Posted Date 1 month ago(10/22/2021 5:20 PM)
Requisition ID
2021-7519
Job Family Group
Customer Engagement
Job Category
Call Center

Overview

Are you ready to join an organization where you can be a relentless force for a world of longer, healthier lives?

 

Envision all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every single day. Is it easy? No. Is it worthwhile? You bet!

 

This is satisfying work that makes a real difference in people's lives. You can achieve professional growth with personal fulfillment. You will connect with people and make a lifesaving impact. You will partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare.

Due to the current pandemic, daily travel is minimal and voluntary to ensure the health and safety of staff. There is no overnight travel currently. In the future, this position may resume daily and/or overnight travel.  All AHA offices are closed and staff are currently working from home. Offices will be reopening in October 2021; this position will resume to being based in the local office.

 

Responsibilities

The American Heart Association (AHA) has an excellent opportunity for a Project Coordinator—Quality Assurance in our National Engagement Center office. The position is remote.  

 

In this position, you will evaluate communication to our customers from multiple channels: telephone, email, web chat, and social media.  This position is responsible for identifying process improvements and leading change through collaboration with business partners throughout the organization. Additionally, you will lead the continual improvement of the interaction with customers through evaluation of communication from all sources that will result in providing extraordinary customer service to American Heart Association/American Stroke Association customers. 

 

Essential Job Duties:  

  • Serve as subject matter expert to evaluate customer service communications and questions. Provide second level support for escalated issues as required. Evaluate responses for accuracy of information and adherence to work standards and practices. Document and update procedures based on recommended improvements.
  • May design or edit quality evaluation forms, standards, processes or other resources to achieve continual improvement and document progress. May assist with other customer support operations as requested such as processing contract renewals, product orders, accounts receivable, or customer refunds.
  • Evaluates communication from multiple sources including telephone, email, social media and web chat and fairly and consistently document these evaluations.
  • Verify that specialists are providing accurate solutions to customers.
  • Provides timely feedback, trend data and other reports, and enthusiastic coaching to subordinates and the leadership team that will guide, energize and inspire others to engage in continual improvement of customer interactions.
  • Works closely with trainers, supervisors, and the nurse advisor, providing feedback that will improve the training experience.
  • Leads and manages recognition programs for achieving high quality results.

Want to help get your resume to the top? Take a look at the experience we require:

Qualifications

  • High School diploma or equivalent. Some college preferred.
  • Minimum three (3) years of experience in a call center environment
  • Minimum two (2) years of call quality evaluation experience.
  • Demonstrated excellence in written and oral communications
  • Demonstrated critical thinking and problem-solving skills.
  • Highly skilled at accessing and using multiple software programs, including Excel, and other Microsoft products.
  • Strong customer satisfaction focus, and a passion to help others.
  • Schedule is Monday to Friday, 8:30 am to 5:00 pm but some Saturdays may be required.

 

 


The American Heart Association’s 2024 Goal: Every person deserves the opportunity for a full, healthy life. As champions for health equity, by 2024, the American Heart Association will advance cardiovascular health for all, including identifying and removing barriers to health care access and quality.


At American Heart Association | American Stroke Association, diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.

This position not a match with your skills? 
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Be sure to follow us on Twitter #TheAHALife

EOE/Protected Veterans/Persons with Disabilities

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