Customer Quality Coordinator

Overview

JOB SUMMARY: 

The Customer Quality Coordinator works with department leadership to assist in evaluating customer quality and productivity programs. Ensures identified areas and staff are performing at highest levels for internal and external customer satisfaction. Monitors and documents quality performance in support of department goals and initiatives, trending data and providing feedback to leadership for action plans and other remediation strategies. Assists with developing training and quality assurance programs to ensure that data is accurate and complete. Recommends training programs as necessary. 

EDUCATION/EXPERIENCE: 

Associate's degree and three years related experience; or, an equivalent combination of education and experience. Bachelor's degree preferred.

ESSENTIAL FUNCTIONS: 

1. Assists with the design and execution of strategies to assess customer quality functions for department. 

2. Partners with leadership team to provide quality assessments and performance reports/scorecards and provides feedback, coaching, reporting and trending. 

3. Participates in the quality assurance calibration and program maturity process (e.g., committees, process improvements, education) to drive a consistent quality definition/program. 

4.Contributes to coaching and developing teammates within the department to enhance quality, productivity and overall areas of growth. 

5. Meets and exceeds the quantity of quality review expectations on a monthly basis. 

6. Performs other related duties as assigned or requested. 

SKILLS & QUALIFICATIONS: 

Functions well with matrix reporting structure Experience researching and running reports to share business performance with stakeholders and identifying areas of opportunity Experience identifying gaps in data or system requirements and collaborating with appropriate technical stakeholders to best effect change; is able to mine data for patterns and trends Experience optimizing a database management system or other software with varied stakeholders for improved results Excellent oral and written communication skills Strong interpersonal skills; values relationships Ability to influence others; is an informal leader Highly proficient in time management, organization, planning and prioritization Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic Ability to manage changing priorities, meet deadlines and adapt to a changing business environment; is a change agent Committed to excellence, has strong work ethic and takes pride in their work Ability to handle confidential and sensitive information Ability to deliver positive and constructive feedback Proficient in Microsoft Office, particularly Excel Works effectively independently and as part of team for collaboration 

WORK ENVIRONMENT: 

Varied (medical office/hospital, telework) Occasionally subject to irregular hours Rapidly changing agendas, program plans