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Specialist, Quality Assurance

Job Location

Chicago, IL

General Summary

The Specialist of Quality Assurance is responsible for monitoring the quality assurance activities for the Contact Center as it relates to the care and support mission of the organization.

Essential Job Functions

  • Conduct audits of Contact Center staff interactions and documentation.
  • Answer Helpline calls 4 hours per week in support of 24/7 Helpline
  • Prepare monthly and quarterly quality assurance reports for the Contact Center leadership team. 
  • Act as a liaison with the Training Team to highlight agent trends in need of on-going training.
  • Oversee the Contact Center's participation in CSQEI.  Collect and submit the appropriate data according to schedule.
  • Other duties as assigned. 

Minimum Requirements

  • Masters Degree in Social Work, Psychology or Counseling required.
  • Hands-on experience in working with professional health care audiences.
  • Experience with developing reports from aggregate sources of information.
  • Experience in a call center environment preferred

Click here to apply

  • by email: lgutierrez@alz.org
  • by mail:
    Send resume to:
    Alzheimer's Association, Home Office
    225 N. Michigan Ave, Suite 1700
    Chicago, IL 60601

We are an Affirmative Action, Equal Opportunity Employer and we appreciate your interest in the Alzheimer's Association.

 

 

 

Alzheimer's Association

Our vision: A world without Alzheimer's disease®.
Formed in 1980, the Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research.