SUMMARY:
The Customer Experience Training and Quality Supervisor is pivotal in onboarding and training new Customer Experience Specialists, fostering their understanding of DASCO’s values and procedures, and supporting their development into high performing team members. This role offers an opportunity to significantly impact the training and development of our Customer Experience Team while contributing to DASCO’s mission of providing exceptional service to our patients.
ESSENTIAL FUNCTIONS:
Training and Development:
-Conduct and lead training classes for new hires.
-Design, develop, and maintain training materials, ensuring they are current and relevant.
-Create and refine scripting materials for campaigns.
Quality Assurance:
-Monitor and evaluate calls from new agents, providing actionable feedback.
-Develop and coach a team of Certified Trainers to ensure consistent, high-quality training.
Ongoing Education:
-Plan, develop, and deliver refresher training sessions for the Customer Experience team.
-Monitor and coach individuals to improve performance and achieve results.
Secondary Responsibilities
-Collaborate in procedure meetings to stay aligned with organizational goals.
-Provide support during high-volume periods by handling customer calls.
-Partner with other departments to identify and implement process improvements.
-Make recommendations to enhance efficiency.
-Other duties as assigned by Manager.
REQUIRED EDUCATION AND/OR EXPERIENCE:
PREFERRED EDUCATION AND/OR EXPERIENCE:
1. Call Center operations experience in healthcare or patient services
2. Bilingual abilities (English and Spanish)
3. Knowledge of the NICE CX1 platform and Brightree EMR
4. 2 years’ experience in Home Medical Equipment or Durable Medical Equipment (HME or DME) industry
5. Proven track record of designing and delivering training, coaching, and improvements in driving performance
ADDITIONAL QUALIFICATIONS:
COMPETENCIES:
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time remote position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.
SUPERVISORY RESPONSIBILITY:
This position supervises the day-to-day work of all new team members including production, work quality, coaching, and counseling but is not responsible for hiring, discipline, or termination of employment.
WORK ENVIRONMENT:
This job operates in a home office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is primarily a sedentary position, spending most of the workday sitting at a desk in an office setting. The employee may occasionally be required to climb or balance; stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include both close and distance vision, color and peripheral vision, depth perception and ability to adjust focus.
TRAVEL:
Travel is not typically required for this position.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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