Essential Functions
- Develop and implement comprehensive quality assurance policies and procedures
- Conduct regular audits and evaluations of call center operations
- Provide detailed feedback and coaching to staff to improve performance
- Collaborate with other departments to identify and address areas for improvement
- Ensure compliance with industry standards and regulatory requirements
- Manage and supervise QA team members and projects
- Develop QA metrics, analyze data and identify areas to improve quality
- Drive initiatives to enhance customer satisfaction and operational efficiency
Minimum Requirements
- Proven experience in quality assurance management, preferably in a call center environment
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to lead and motivate a team
- Knowledge of industry standards and regulatory requirements
- Proficiency in quality assurance software and tools
Preferred Qualifications
- Experience with Quality Management Systems (QMs), with a preference towards CallMiner.
- Familiarity with implementing and managing QMS to ensure consistent quality standards and compliance
Working Environment/Physical Demands
- Nextech operates as a remote work organization
- Significant time spent working on a computer in a dynamic, fast-paced environment.
Total Rewards
- Generous annual bonus opportunity
- 401(k) with Employer Match
- Flexible Time Off: take time off when you need it without worrying about available hours
- 10 paid holidays + 1 floating holiday
- Volunteer Time Off
- Insurance: Choice of Medical, Dental, and Vision plans
- Health Savings Account with employer match
- Flexible Spending Account
- 100% Company-Paid Parental leave
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- Wellness Program including discounts on medical premiums
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
- Pet Insurance options
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What We Do
Nextech’s specialty-focused technology solutions are personalized to meet the unique workflow requirements of specialty providers, helping practices increase efficiencies across their clinical, administrative, financial and marketing functions using a single platform. Offering all-in-one, ONC-certified electronic medical records (EMR/EHR), practice management, revenue management, and patient engagement software and services, Nextech is recognized as the top single solution provider for ophthalmology, plastic surgery and dermatology, serving a client base of more than 9,000 providers and 50,000 office staff members. Offering physicians intelligent healthcare technology, Nextech focuses on the success of its specialty practices through consultative guidance and implementation of solutions tailored to the speed and workflows of individual providers.
