Quality Assurance Specialist

Sandata Technologies Inc. was founded in 1978 and is a leading supplier of web-based technology solutions for the Homecare industry. For over 40 years, Sandata has supplied comprehensive, market leading solutions for Social Service Agencies, Managed Care Organizations, Providers, and Participants of this growing segment of the healthcare industry.   As a technology innovator, Sandata is designing, delivering, and supporting mission-critical enterprise software solutions that enable the Homecare industry to operate in a collaborative environment.

We are looking for a proactive, energetic, self-motivated quality assurance specialist to join our Customer Care team.

Position Location Port Washington, NY

 

Position Summary

In this capacity, you will be responsible to audit calls, outbound emails and support tickets. You will be required to ensure that our representatives are working in accordance with company guidelines. Additionally, you will have responsibility for assisting with project management as necessary to ensure success of our quality and training programs. Our goal is to deliver legendary service to our internal and external customers

Major Responsibilities

  • Perform daily call, email and support ticket audits
  • Collect, compile and trend statistical quality data
  • Evaluate audit findings and implement appropriate corrective actions
  • Provide feedback to Customer Care Leadership
  • Coach staff for improved performance
  • Prepare and analyze quality reports
  • Identify training needs and organize training interventions to meet quality standards
  • Document internal audits and other quality assurance activities
  • Participate in designing the call monitoring formats and suitable quality standards
  • Maintain knowledge of Sandata products
  • Track progress of individuals and any issues or concerns that may arise
  • Assist in the preparation of instructional materials with mastery tests
  • Support the onboarding of new clients and new staff members
  • Participate in User Acceptance Testing when necessary 

Ideal Skills and Experience

  • Must be a self-starter and a team player 
  • Excellent communication and presentation skills
  • Strong written communication skills
  • Exceptional listening and analytical skills
  • Solid knowledge of customer care processes and techniques
  • Demonstrated ability to work well in a team environment
  • Strong problem analysis and problem solving
  • Dedicated to providing exceptional service to all customers
  • Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma
  • 3 years prior Quality assurance experience preferred
  • Proficient in Word, Excel, Adobe, Power Point and Learning Management Software
  • Bachelor’s degree (or equivalent experience)

SANDATA OFFERS:

  • Medical and Dental health plans
  • Life Insurance
  • 401(k) Plan
  • Flex Plan
  • Tuition Reimbursement
  • Vacation and Holiday Time
  • Numerous Employee Discounts
  • Onsite Gym
    Sandata Technologies is an Equal Opportunity Employer M/F/D/V

 

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