Join Our Team: Part-Time Call Center QA Trainer
These two questions will help you decide if you want to keep reading about the Part-Time Call Center QA Trainer position at Fertility Bridge:
Do other people describe you as data-driven?
Can you motivate and improve others to achieve a business outcome?
Part-Time Call Center QA Trainer Job Description
Position Type: Part-Time
Location: Remote
Salary Range: $20/hr-$30/hr
Mission: To measurably improve the satisfaction of our clients’ fertility patients. To increase our clients’ conversion of new patient inquiries to initial consultation. To increase our clients’ conversion of new patients to treatment. To systemize strategies that delight patients who have had successful clinical outcomes and support those who did not. To help to further develop these strategies and train our clients on how to implement them. You don’t have to own account management, project management, creative, or digital. You have a different team member to back you up for each of those areas. You own Fertility Bridge’s systems for what happens inside of our clients’ offices.
Outcomes:
Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
Conduct / Lead training sessions (as needed)
Areas of Responsibility:
Fertility Bridge focuses on eight to twelve business strategies, and then applies the proven strategies to our clients. Each strategy usually includes only a piece of some, not all, of the digital segments. You are in charge of continuously improving the calls of our clients and their employees. You will also direct how they are applied to the unique situations of each client.
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
Conducts mock call training for new associates after they complete classroom training
Conducts side-by-side and listening feedback sessions with associates on a regular basis
What Comes Next
Our Hiring Process
You’re going to have a lot of autonomy and decision-making authority at Fertility Bridge. You are the queen or king of your seat and we follow your lead in your space. Because you have so much control, we really want to get to know you and we really want you to get to know us.
All interviews take place over Zoom, except the first, which is sometimes done over the phone. At the end of each interview, we give you the opportunity to ask us any questions you please. If we think we are going to offer you the position, we will ask you to make the introductions for certain references.
Most positions involve a paid assignment, so that we both get the opportunity to see what it is like to work together.
How to Apply
If you feel you can contribute to a dynamic, growing company, please begin your application process by applying through Hireology. After you submit your application on Hireology, you’ll be sent a pre-screen survey via email. If you don’t see the email in your inbox, please check your spam folder - sometimes Hireology emails end up there. You will also receive instructions on next steps via email after your application and survey have been reviewed. As a remote company, we rely on remote working technologies to serve our clients. In evaluating new employees, we put a premium on a candidate’s ability to shine through these same technologies: video, email correspondence, and web-based conferencing.
About Fertility Bridge:
Learn more about what it’s like to work at Fertility Bridge here
Thank you for your interest in serving the infertility community through a creative, business-centered approach!