Overview:
Wellist connects employees to vetted community resources, such as transportation and pharmacy delivery, to support their overall wellbeing. Our Directory Call Center Specialists validate service provider information to enhance our digital platform’s ability to personalize recommendations (e.g., confirming if a massage therapist is certified for prenatal services). To ensure that this information is complete, accurate, and actionable, we are hiring a Call Center Data Quality Auditor. This role will monitor call center performance, evaluate the quality of data collected, and provide real-time coaching to drive improvement and consistency across the team.
Key Responsibilities:
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Call Monitoring & Evaluation (70%)
Spend the majority of your time on the call center floor, monitoring and evaluating rep calls. Score each call based on adherence to the script and assess the quality of the data being entered into the system, ensuring all information is complete, accurate, and enhances Wellist’s service.
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Real-Time Feedback & Coaching (15%)
Provide immediate feedback and targeted coaching to individual call center reps to improve both data accuracy and the speed at which it is captured, helping to drive consistent improvements in performance and output quality.
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Process Improvement (10%)
Identify common challenges faced by reps during calls and escalate opportunities to improve Wellist’s call center operations. This includes recommending enhancements to training, tools, reporting methods, or sharing best practices to increase overall team performance and satisfaction.
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Performance Reporting (5%)
Run and distribute daily and weekly performance reports, highlighting key metrics such as individual rep performance and progress toward business goals. Use this data to track improvements and inform operational adjustments.
Qualifications:
- Previous experience in call center quality assurance, auditing, or coaching.
- Strong attention to detail and the ability to assess data accuracy.
- Excellent interpersonal and communication skills for providing constructive feedback.
- Ability to work in a fast-paced environment, handling multiple tasks simultaneously.
- Proficiency with call monitoring systems and data reporting tools.
Why Wellist?
At Wellist, you’ll play a critical role in ensuring the accuracy and quality of the information that helps our platform provide personalized, life-enhancing recommendations. Join us in improving the lives of employees by connecting them to the resources they need.
