Job Description

Process Excellence Quality Coach

apree health is looking for a driven, flexible, results-oriented Contact Center professional to join our Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.

Process Excellence Coaches are responsible for completing tasks supporting the knowledge management process. In these capacities, Team Members will work collaboratively within the Support team, and across teams (e.g., Implementation, Customer Success, etc.).

Process day-to-day requests to update customer-specific and non-customer-specific information needed to efficiently assist end-users
Understand and manage request backlog to ensure timely updates
Use our existing knowledge tools and sources to ensure the information is organized and easy for support staff to use
Create new and update existing content
Effectively communicate knowledge changes and updates to front-line teams
Work with SMEs across the organization as needed to ensure information is succinct, relevant, and current
Coordinate knowledge handoffs with other teams (e.g., Implementation, PYRO, Customer Success)
Coach Tier 1 Guides and other members of the organization on effective knowledge processes

Qualifications:

BS/BA preferred
Customer service experience, ideally within a contact center
Strong proactive work ethic and unwavering commitment to high quality work
Excellent phone manner and interpersonal skills
Excellent verbal and written communication skills
Ability to effectively collaborate with others and recognize scenarios where collaboration is critical
Ability to set an agenda and successfully lead meetings
Project management and organizational skills
Ability to multi-task with strong attention to detail and accuracy a must
Ability to manage timelines and balance multiple deadlines
Previous experience working in a software environment a plus
Experience in health care preferred but not required.