• Quality Support Representative

    Posted Date 2 weeks ago(10/10/2018 9:06 AM)
    Job ID
    # of Openings
    Contact Center
    Full Time Regular
  • Overview

    Social Media_IT for iCIMS


    At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve.


    Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs. The contributions of our Member Relations and Clinical Support Services teams are at the heart of our organization’s success.


    Matrix Medical Network offers you challenging, meaningful work and the power to help make a difference in the health and well-being of others.  Our engaging and rewarding work environment has been recognized as a “Top 100 Workplace” in 2014, 2015 and 2018 by the Tampa Bay Times.  We were also named “Large Business of the Year” in 2014 by the Clearwater Chamber of Commerce. We provide excellent training, great work culture and an energetic team environment. Additionally, we offer competitive starting pay. Benefits include health, dental, vision and matching 401(k).


    Reporting to the Quality Support Manager, the Quality Support Representative (QSR) is responsible for cultivating team and individual, both CSCs and MRs, growth through monitoring incoming/outgoing calls, call behaviors, coaching, mentoring, metric interpretation and associated documentation of the Contact Center for quality. They will also be a support resource to encourage collaboration among assigned team members and other members of Member Relations.


    Primary interactions are with Associates and Operations Leaders. Significant interaction as well with all other departments within the Contact Center, including Clinical Support Services and Command Center.


    • Ensures that contact center calls (live and pre-recorded) are adhered to by monitoring and providing consistent feedback for continuous improvement for all agents 
    • Daily coaching of all monitor calls with a written recap to the associate and Operations Leaders
    • Provide constant and reliable verbal feedback to daily interactions, execution of processes or delivery of initiatives to the Manager of Quality Support
    • Be an active participant of QO model
    • Responsible for creating, providing and supporting a work environment focused on coaching, mentoring, and driving processes designed to assist agents in achieving their full potential.
    • Supports new hires through the nesting phase to drive performance by consistent motivation, coaching and sharing best practice
    • Conduct reverse Y cording with associate when appropriate.
    • Document daily and provide weekly recaps to identify areas of opportunities for the Contact Center through observations and actions.
    • Participate in strategies to provide daily/frequent motivation to the Contact Center agents aligned to objectives being driven.
    • Interprets, analyzes data and monitor call behaviors including ACW, call times, breaks and long/short calls in order to assist OL in coaching to these behaviors using Five9, Tableau, SharePoint, Access Databases and other reporting tools.
    • Ensures compliance of department policies and procedures as well as all forms of communication within the contact center.
    • Participates in assessment of training needs and activities to improve performance.
    • Work with the Operations Leaders, Clinical Support Services and Training Associate to conducts trainings and initiatives as needed on quality topics  
    • Remain current on departmental updates by reading and understanding documentation provided through e-mail, team meetings, center handouts and training.
    • Use quality monitoring data to compile and track and report performance at the team and individual level.
    • Evaluates results in aggregate to identify learning deficits and opportunities for performance improvement activities.
    • Provides actionable data to various internal support groups as needed. Reviews documentation and reports compliance with Matrix standards.
    • Operates various office equipment, including but not limited to telephones and computers
    • OB/IB dialing based on Contact Center needs
    • Performs other duties as assigned


    • Minimum of 9 months of Matrix Contact Center experience; Health Care definitely a plus.Must have a proven track record of providing excellent Member experience, while balancing the need for attention to details.
    • Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills.
    • Must be comfortable speaking in small or larger audiences when providing feedback.
    • Proficient in MS Office applications, including, Outlook, Word and Excel, SharePoint


    Core Competencies:

    • Excellent coaching and development skills
    • High level of attention to detail, accuracy and thoroughness
    • Demonstrated organizational and time management skills
    • Solid interpersonal and customer service skills for effective communication with all employee levels
    • Strong Customer Focus
    • Must be innovated and flexible
    • Excellent organizational and analytical skills
    • Demonstrated problem-solving skills
    • Demonstrated ability to work independently and to maintain confidential information
    • Must be flexible to work within Contact Center hours


    Educational Requirements:

    • High School Diploma or a GED equivalent combination of education and related experience. Associate Degree preferred.


    Travel Requirements: No travel may be required


    Matrix Medical Network is a proud equal opportunity employer




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