This position is Remote

Job Summary This position is responsible to support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of the Quality Assurance effort is to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience, and overall quality of Customer experience interactions.

What you will do * Responsible for monitoring and evaluating a high volume multi communication channels to ensure quality standards are met. * Provides coaching, advice, and guidance on quality assurance findings and delivering performance feedback. * Effectively capable of partnering with BPO and offshore resources through calibrations. * Understanding when confidentiality is needed and able to communicate with discretion and professionalism. * Excellent oral and written communication skills, excellent interpersonal skills, exceptional listening, and analytical skills. * Executes audits to ensure quality and consistency across all Quality Assurance resources. * Generate reports analyzing trends and insights from QA data. Share's recommendations and process improvements that may improve overall customer experience. * Developing and maintaining a vertical knowledge of our products. * Communicates process updates/workflows to the guide team and training department. * Capable of working in special projects and performs other duties as required. Travel/Physical Demands * Travel typically less than 10%. Office environment. No special physical demands required. Qualifications

Must have: * Typically 4 or more years of related experience. * Typically High School education, vocational training and/or on-the-job training. * Provides superior customer service and does not sacrifice quality in order to meet statistical goals. * Basic knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge. * Working knowledge of Microsoft Windows 2000, XP, Vista, and future upgrades as they are released. * Working knowledge of Microsoft Word, Microsoft Excel as they are used within HSPS and HSPS products. * Working knowledge of HSPS Dental Software(s). * Ability to prioritize, handle stress, and adapt to change. * Prior support center, call center, and BPO Experience a plus. * 2-5 years' experience in customer quality assurance * Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture) * Strong time management skills and the ability to prioritize work * Very good attention to detail and accuracy * Customer service oriented and ability to work with and resolve complex issues * Ability to plan and arrange activities * Excellent interpersonal communication skills * Excellent written and verbal communication skills * Ability to maintain confidential and highly sensitive information * Ability to work in a team environment * Ability to multi-task * Ability to manage conflict * Capacity to work effectively under pressure * Analytical thinking * Oversee small projects * Identify and recommend continuous improvement opportunities * Establish productive working relationships at multiple levels within the organization Nice to have: * Bachelor's degree preferred. The posted range for this position is $35,000-$45,000which is... For full info follow application link.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, se xual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.