Quality Assurance Training Coach
United Vein Centers
25 reviews
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Tampa, FL 33624
United Vein Centers
25 reviews
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United Vein Centers is a rapidly growing healthcare company headquartered in Tampa, Florida with numerous clinics throughout Florida, Colorado, Arizona, and Illinois. Our practices specialize in office-based, minimally invasive venous surgery.
United Vein Centers consistently values, recognizes and rewards their team members. Unprecedented organizational culture and leadership. Please join our growing team!
We are looking for an experienced full time Quality Assurance Lead Sales Coach to lead quality and sales coaching efforts in our Patient Engagement Center. The person in this role needs sales experience, software technology skills, and the energy to build an entire organization.
Job Summary:
• Assess the quality and the performance of our Patient Engagement Center associates who deal with our existing and potential patients.
• Monitor inbound and outbound calls, email, and web chat responses to assess the associate’s demeanor, sales technique, customer service performance, and conformity to company policies and procedures.
• This leader will be responsible for delivering feedback to the team members. Coaching skills are wildly important and improving sales performance of our agents.
• Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials.
• Onboarding new hires as well as supporting implementing and updating Training Manuals/Resources/Materials.
Responsibilities:
• Aid in driving company culture of excellence, balanced performance, and fun.
• Reviews quality of work and performance of Patient Engagement Reps through live monitoring and use of call recording system and applications.
• Identifies training needs and opportunities for improvement.
• Drive successful execution of sales call flow including qualifying, overcoming objectives, and setting proper expectations.
• Compiles Quality Assurance (QA) assessments of Patient Engagement Center agents, and documents results.
• Uses quality monitoring system and AI technology to compile and track performance at team and individual level.
• Engages in calibration sessions center management.
• Provides actionable data and feedback to agents and leadership team.
• Identify and recognize Patient Engagement Center quality and performance trends and communicate to leadership team.
Qualifications:
• High School Diploma or equivalent
• Some college preferred (Completed degree highly preferred)
• 5+ years sales experience preferred
• 1-3 years of leadership or coaching experience preferred
• 1-3 years of contact center experience
• Highly proficient in verbal and written communication
We Offer:
• Competitive compensation package
• Health, vision, and dental benefits
• 401-K plan
• Life insurance (100% company paid)
• PTO and paid holidays