Medtronic Quality Assurance Analyst, CareLink Technologies - San Antonio, TX in San Antonio, Texas
Quality Assurance Analyst, CareLink Technologies - San Antonio, TX
San Antonio, Texas, United States
Jun 10, 2021
Careers that Change Lives
We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader thats why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.
A Day in the Life
TheCareLinkQuality Assurance Analystlistens to and evaluates phone callsfor inquiries frompatients and customersusing our medical devices to manage theircondition.
Responsibilities may include the following and other duties may be assigned.
Monitor agent calls through audioand videorecording technology.
Assess call quality usingpredetermined scorecards and metrics.
Calibrate with Peers - Ensure consistent scoringthrough regular meetings with other quality monitors.
Calibrate with Supervisors-Ensure consistent scoringthrough regular meetings withSupervisor team.
Communicate upwardShare agent scores, trends,and development areas with supervisors.
Identify trends, gaps, opportunities to improve and streamline processes.
Assist with training and special projects as requested by supervisor.
Meet or exceed key performance indicators measuring productivity as defined by management.
Perform other duties as assigned
Must Have: Minimum Requirements
High school diploma or equivalent
Minimum of 10 years of relevant experience
Nice to Have
At least two (2)years combinedexperience workingin either a customer service orcallcenterrole.
At least one (1) year combined experience withinCareLink Patient or Technical Services, or Diagnostics Patient Services as a CSR III or higher or an additional one (1) year of relevant experience.
Experience using a computer and multiple software programs to navigate through various screens and programs at the same time.
Presents writtenand oralinformationin a clear, concise and grammatically correct manner.
Strong written and verbal communication skills.
Ability to document telephone conversations while listening to pre-recorded phone calls.
Abilityto multitaskand problem solve.
Intermediate to advanced experience with MS Office suite (Word, Excel, Outlook).
Strong leadership ability.
Ability to follow instructions and protocols.
Ability to effectively communicate with peers and supervisors to resolve issues or concerns and answer questions in accordance with departmental protocols and requirements.
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
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