QA Representative (Evening position) - (Nashville, TN)

POSITION TITLE: QA Representative REPORTS TO (POSITION): QA Manager DIVISION: Research LOCATION: Nashville Call Center DEPARTMENT: IC DATE OF ORIGIN: FLSA CLASSIFICATION: Non-Exempt REVISION DATE: 4/26/2016 Position overview The Quality Assurance Representative is responsible for the daily monitoring of outgoing calls with special attention to CAHPS surveys to ensure quality, customer service, consistency and adherence to policies and procedures. The Quality Assurance Representative also provides feedback to interviewers, the Quality Assurance Supervisor and members of the Interviewing Center (IC) leadership team to assist in the creation of performance improvement goals and development of training. The schedule for this position is Monday-Friday 1:30pm-10:00pm and 1 Saturday a month from 10:00am-5:00pm. ESSENTIAL DUTIES OR RESPONSIBILITIES Monitoring outbound calls conducted by telephone interviewers and rate calls based on given criteria.