Related skills
crm salesforce outreach quality assurance kpis📋 Description
- Directly supervise 2–5 Patient Engagement Coordinators, handling onboarding and performance
- Conduct regular audits of call recordings, messaging logs, and docs for quality
- Hold coordinators accountable to KPIs with direct, timely feedback and coaching
- Develop and refine call guides, outreach scripts, and templates
- Own scheduling strategy and coverage plans to meet SLAs and inbound rates
- Monitor utilization and track key metrics; flag capacity risks with solutions
🎯 Requirements
- 3+ years in a customer-facing role with 1-2 years in supervision
- Ability to hold a team to performance standards with directness and fairness
- Experience with QA processes—call auditing or scorecard development
- Strong analytical instincts; able to translate data into coaching or process changes
- Excellent written and verbal communication; high tone and professionalism
- Experience developing call guides, scripts, or SOPs; CRM experience (Salesforce preferred)
🎁 Benefits
- Generous health, vision, and dental plans
- HSA options
- Short and long-term disability
- Life and personal accident insurance
- 401(k) immediately upon hire
- Unlimited PTO + 11 paid holidays
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!