Quality Care Specialist

Quality Care Specialist - Lewisville, TX - Monday - Friday 8:00AM-5:00PM

Responsible for identifying and investigating quality trends and creating actions to eliminate or reduce errors.

Pay Range: $61,370+ per year
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

* Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
* Best-in-class well-being programs
* Annual, no-cost health assessment program Blueprint for Wellness
* healthyMINDS mental health program
* Vacation and Health/Flex Time
* 6 Holidays plus 1 "MyDay" off
* FinFit financial coaching and services
* 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
* Employee stock purchase plan
* Life and disability insurance, plus buy-up option
* Flexible Spending Accounts
* Annual incentive plans
* Matching gifts program
* Education assistance through MyQuest for Education
* Career advancement opportunities
* and so much more!

• Investigate and resolve problem trackings.
• Identify top defects and develop solutions for common errors.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Conduct direct observations.
• Monitor electronic (email, fax, etc.) customer contacts.
• Create training materials and job aids.
• Ensure accurate communication and complete documentation for each call.
• Provide coaching on improvement opportunities and implements development plans (when required).
• Support the QC Coordinators with any escalation, coaching, or monitoring's they need assistance with, including providing information for employee performance improvement plans.
• Prepare and analyze internal and external quality reports for management staff review.
• Participate in design of call monitoring program and quality standards.
• Calibrate quality assurance scoring with Supervisors, Trainers and WFM Analyst on a regular basis.
• Participate in the ongoing improvement and re-engineering of contact center processes; continually examines opportunities for quality improvements and adherence.
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

QUALIFICATIONS

Required Work Experience:

Minimum of three (3) to five (5) years customer service experience that includes at least two (2) years training or mentoring experience.

Preferred Work Experience:

N/A

Physical and Mental Requirements:

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge:

• Proper telephone etiquette to handle customer inquiries.
• Strong knowledge of client service processes and technology.
• Basic knowledge of operating office equipment.
• Broad understanding of the laboratory business and its service requirements.
• Knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.

Skills:

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Must be detail-oriented, have the ability to work independently and as part of a team, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
• Proficient in call quality monitoring systems or subsystems preferred.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential.

EDUCATION
Bachelor's Degree
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

2025-87879

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.