Array Behavioral Care, a leading virtual psychiatry and therapy practice, seeks a Quality Assurance Manager to develop and implement a comprehensive QA program, ensuring exceptional service across all call center functions and channels.
Requirements
- Minimum of 1 year of progressive call center experience
- Additional 2+ years in quality assurance roles with at least 1 year in a quality assurance leadership role within a contact center environment, preferably in healthcare or behavioral health
- Strong proficiency in cloud-based contact center phone systems, specifically Genesys
- Exceptional analytical skills with proficiency in tracking, interpreting, and reporting quality metrics
- Demonstrated success in identifying, documenting, tracking, and resolving performance issues and process inefficiencies
Benefits
- Medical, dental, and vision insurance
- Employer paid life & long-term disability insurance
- 401k
- 15 days of accrued PTO annually
- 8 paid holidays and 3 floating holidays
