Support Center Quality Lead
Lap of Love Veterinary Hospice
16 reviews
-
Tampa, FL
Remote
$18 an hour
Lap of Love Veterinary Hospice
16 reviews
Read what people are saying about working here.
Responded to 75% or more applications in the past 30 days, typically within 5 days.
Support Center Quality Lead
Lap of Love Veterinary Hospice
At Lap of Love, we believe in connecting with people and helping pets find comfort and peace in the end of life journey. We also believe that assisting a family through the passing of their pet is one of the most rewarding aspects of this humbling profession. Lap of Love is seeking empathetic, self-motivated individuals with excellent communication skills and the desire to assist pet families. We are dedicated to compassionate end of life care and our practice focuses solely on veterinary in-home hospice and in-home euthanasia.
Responsibilities:
• Help maintain and promote quality standards
• Review call recordings for quality assurance feedback/coaching
• Assist with management of quality assurance software (Statapile) to include team questions, call scoring and/or disputes
• Assist with escalated quality issues/client complaints
• Assist with maintenance and drafting of quality assurance support material within our learning management software (LOV U)
• Assist team members with quality questions (verbiage requests, appropriate phrasing and alternatives, client communications)
• Help team members feel confident in their quality care
• Maintain productivity and efficiency with delegated tasks from Quality Assurance Specialist
• Other duties will arise from time to time and as such may be assigned by the Quality Assurance
Specialist
Skills and Requirements:
• Has a strong core belief in our company, culture, and vision
• Strong ethics and a high level of personal and professional integrity
• Strong understanding of quality guidelines and platinum quality care
• Gains team trust and confidence
• Compassionate and understanding of the stresses that come with end of life care and compassion fatigue
• Effective team player with strong professional interpersonal skills
• Strong leader with skills in radical candor
• Exceptional communication skills
• Must be able to address sensitive issues with diplomacy and proper judgement
• Proficient and comfortable multitasking utilizing the internet and programs such as Gmail,
Google, Slack, Bloomfire, Statapile- Must have the ability to quickly learn custom software
• Strong customer service skills with passion to help others
Experience and Education:
• Previous experience in customer service (Minimum 2 years)
• Previous knowledge and experience of end of life veterinary care is encouraged but not required
• Quality assurance experience is encouraged but not required
• At least one year experience with LOV
• Knowledge and understanding of the VCC role
• Experience assisting team through a formal platform/process
Schedule:
• Support Center hours are 7 AM to 11 PM EST, 7 days a week, 365 days a year
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
• 401(k) Matching
• Dental Insurance
• Health Insurance
• Paid Time Off
• Vision Insurance
Schedule:
• Monday to Friday
Work Location:
• Fully Remote
Company's website:
• www.lapoflove.com
Benefit Conditions:
• Waiting period may apply