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McKesson Corporation

Contact Center QA Analyst

McKesson Corporation - Scottsdale, AZ

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McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.

We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise.Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Join our team of leaders to begin a rewarding career.

Current NeedCall Center QA Analyst 1Position Description

As part of the QA team, defines quality assurance standards and monitoring protocols for the department. Monitors and evaluates customer service quality. Uses effective written communication to document associated performance measures. Regularly identifies inefficiency issues, training opportunities and potential system and process modifications

Key Responsibilities:

Participates in the creation of quality assurance policies, procedures and metrics.

Monitors and evaluates the quality of inbound and/or outbound telephone calls, internet interactions, mail processing and associated system documentation.

Documents adherence to required customer service quality standards and assigns component and overall performance scores. May identify key, recurring issues across the department.

Provides continuous review and enhancement of established customer service quality standards. Recommends modifications where appropriate.

Provides ongoing feedback to CSU and Training Department regarding identified performance and/or inefficiency issues, training opportunities, and recommended system and process modifications.

Completes special projects and research as requested by management.

Minimum Requirements

1-year Quality Assurance experience in a customer interaction environment

Critical Skills

2 years’ experience as supervisor preferred

Working knowledge of quality control in a customer interaction environment

The ability to identify and translate process or system issues into proactive problem-solving action steps

Additional Knowledge & Skills

Strong written and verbal communication skills

NICE QM system knowledge

Five9 system knowledge

Intermediate experience with excel

Coaching experience

Education

High school diploma or equivalent experience

Physical Requirements

General Office DemandsBenefits & Company StatementMcKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.Agency StatementNo agencies please.','United States-Arizona-Scottsdale','','','','','','Distribution Operations','McKesson Specialty Health','Regular','Standard','','Full-time','Day Job','','Jun 26, 2018','Contact Center QA Analyst

24 days 13 hours ago

McKesson Corporation

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Contact Center QA Analyst McKesson Corporation - Scottsdale, AZ, United States

   

Location: Scottsdale, AZ

Company Profile:
McKesson is in business for better health. As a company working with health care stakeholders in every setting, we are charting the course toward a stronger, more sustainable future for the entire industry.