Contact Center QA Training Specialist

Under the direction of department leadership, the Contact Center QA Specialist is responsible for delivering effective training and support to all end users within the clinical care locations. This position ensures that training is customer focused and needs based. The QA Specialist has delegated responsibility for problem solving and assessing processes and issues. The QA Specialist conducts audits for quality of tasks in the electronic health record, providing feedback to leadership team. Audits for accuracy and completeness of contact center tasks. The QA Specialist provides feedback and guidance to contact center staff on areas of improvement. The QA Specialist determines best practices to support the continuing knowledge growth of Dignity Health Medical Foundation. Responsibilities may include participating in building, testing and maintaining processes in the training environment, collaborating in the development and maintenance of training materials, and troubleshooting issues.