Quality Associate



Quality Assurance
Chennai, Tamil Nadu, India
Posted on Tuesday, May 14, 2024

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Customer Care Operations Quality Coach is expected to provide a high-level of service and exceptional support to both internal and external stakeholders in a demanding, fast paced environment. The CCOQT Quality Coach will be responsible for efficient documentation and delivery of timely, fair, and accurate feedback on agent/client interactions to continuously improve our service. The CCOQT Quality Coach will leverage Quality data and other key KPI’s to determine focus for real-time coaching to drive Award Winning Customer Service. This will also require collaborative with a diverse set of leaders, stakeholders and peers across multiple geographies so communication and partnership will be key to your success.

Essential Functions:

60% - Review Execution & Feedback Delivery

  • Monitor and leverage Risk Based Analytics to execute on Case Quality Audits
  • Provide feedback and coaching to agents regarding Case interactions
  • Work in collaboration with teammates across geographies to review chatter feedback submitted to CCQ Chatter Group
  • Champion Knowledge article usage and education to support self-service and first contact resolution
  • Collaborate with managers regarding agent trends and recommendations for improvement
  • Provide real-time Coaching through Integrated/Live Monitor Support

30% - Data Analysis, New Hire Nesting & Cross-Geography Collaboration

  • Leverage quality dashboards to perform data analysis for top trending questions and parameters to identify coaching packages and plans to deliver to agents to drive improvement
  • Prepare and deliver post-training nesting period support for new content trainees (If required)
  • Collaborate with Customer Care Quality Teammates, ICM’s and Enablement & Effectiveness Org. Leadership across geographies to provide statistical and anecdotal insights to drive the curation and creation of collateral and training modules
  • Leverage technology platforms (NICE, OneNote Coaching Toolkit) to enable agent and client success; offer recommendations and additional use cases for expanded impact of resources
  • Calibrate amongst teammates and across geographies to drive accuracy and consistency within quality forms and chatter reporting

10% - Other Responsibilities

  • Contribute to process Improvement, iteration, maintenance, and special projects for internal and Client workflows
  • Provide support through Case queue work based on Department Business Needs, additionally provide support to other business lines across athenahealth based on Client and business needs
  • Complete Professional Development
  • Administrative tasks & meetings

Education & Experience Required:

  • Bachelor’s degree preferred or 2+ years of equivalent industry experience
  • Foundational Knowledge and/or mastery of athenahealth products
  • Proficiency in Microsoft teams, Outlook, Word, Excel, and PowerPoint

Knowledge & Skills:

  • Creative & Innovative thinker with a proven ability to adapt to change
  • Understanding of the needs of our clients advocating on their behalf
  • Ability to provide unbiased, rational, and fact-based feedback
  • Ability to maintain poise in stressful situations
  • Focus on service excellence as our driving principle
  • Commitment to continuous process analysis and improvement
  • Ability to prioritize and to multi-task in a fast-paced environment, meet deadlines, and communicate potential conflicts to manager
  • Ability to work independently as well as part of a team
  • Willingness to vary job responsibilities as required to meet the needs of our clients and business
  • High level of self-awareness, and ability to navigate complex interpersonal dynamics, strong written and verbal skills
  • Excellent problem solving and investigative skills

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.