August 26, 2024

DEXIS

San José

Call Quality Analyst

Operating Company: DEXIS
Location: San Jose,San Jose,CR
Date Posted: August 26, 2024
Req Number: R5020763

Job Description:
POSITION SUMMARY
The primary function of this position is to analyze associates’ performance in accordance with departmental standards by review of call monitoring and assist in driving organizational improvements by identifying and reporting on performance and knowledge gaps. Also to train and coach associates in an effort to ensure the highest level of quality, customer service, and adherence to organizational policies and procedures.

Essential Duties and Responsibilities:

Participates in the design of call monitoring formats and quality standards
Works with DEXIS support teams to perform call monitoring and provide trend data to DEXIS Customer Experience leadership
Uses quality monitoring data management system to compile and track performance at the team and individual levels
Document session notes in appropriate systems
Coaches call center agents on QA performance improvement
Prepares and analyzes internal and external quality reports for leadership review
Participates in customer and client listening programs to identify customer needs and expectations
Handles live calls to maintain proficiency on products being monitored
Provides actionable data to various internal support teams as needed
Coordinates and facilitates QA training sessions for call center staff
Provides feedback to DEXIS Customer Experience leaders and other departments to drive process improvement
Other duties as assigned

Job Requirements:
Qualifications:
The candidate selected for this role must have the technical knowledge and be able to fully understand the technical aspects of calls being reviewed. Also must have the ability to work with multiple teams to drive improvement of processes at the organizational level and individual development at the associate level. This role requires excellent written and verbal communication skills in order to deliver coaching and training to associates as well as exceptional listening and analytical skills. The ideal candidate for this role should be professional, confident, positive, and be able to communicate with employees at all levels of the Dental Imaging organization and foster an atmosphere of teamwork with others.

Minimum Qualifications:

High school diploma or equivalent
2 years of call center customer care experience; preferably in a technical environment.
Trained on applicable DEXIS imaging products
Intermediate proficiency of Microsoft Office Suite
Operational policies and process experience
Intermediate to advanced knowledge with internet technology
Computers and Electronics – must have knowledge of computer hardware and software, including applications and programming.

Preferred Qualifications:

4-year college degree or 2-year college degree with 2 years of related work experience
Previous DEXIS technical support experience preferred
Exceptional listening, written and analytical skills.
Proficient in Word, Excel, and Power Point for presentation and report development.
Strong knowledge of dental imaging processes and techniques.
Positive attitude – does what it takes to successfully accomplish goals
Cooperative – doing or willing to do what is asked or required
Soft skills – ability to engage customers verbally in a professional manner
Teamwork – must be willing and able to work closely with other teams, and peers in a professional and respectful manner.
Strong interpersonal skills, effective audit skills, and is self-confident and resourceful.
Strong analytical skills, proven ability to think strategically and to prioritize.
Strong organizational skills; attention to detail; and exceptional problem-solving skills.
Comprehensive understanding of program requirements and work instructions.
Organization, professionalism, accurate documentation skills and the ability to comply with regulatory requirements are essential.
Reliability to follow through and complete assignments.
Training skills preferred.

Operating Company:
DEXIS
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