Quality Specialist - Contact Center, AU/UK Support
Core
Ensuring high-quality, empathetic patient support interactions and driving continuous improvement in care standards for a digital weight-management program.
Role type
Quality Specialist (Contact Center Operations)
Builds
Patient support processes and care delivery for Juniper (weight-management program)
Domain
Digital healthcare / Weight management
Deliverable
dashboards & analysis
Required skills
Quality control, empathetic communication assessment, data analysis, reporting, process improvement, workflow optimization, training design
Preferred skills
Customer support operations, automation implementation
Technologies
Macros, templates, workflows
Responsibilities
Audit patient support interactions (email, live chat, calls) for quality and adherence; Produce weekly QA reports with scores and coaching recommendations; Analyze QA results and metrics to identify patterns and propose improvements; Maintain and optimize macros, templates, and workflows; Partner with Learning to design and deliver training; Collaborate with specialists to identify process gaps and implement automation; Capture and share patient insights and quality risks with cross-functional partners
Seniority
Mid-level, hands-on IC