Brookdale Senior Living

  • Call Center QA Specialist

    Job Locations US-TN-Brentwood
    Sales & Marketing
    Requisition Post Information* : External Company URL
    Location : Name
    NSH Contact Center- NSH
    Location : Address
    111 Westwood Place
    Location : Location
  • Overview

    Every day is an opportunity for our associates to deeply connect with people in a profound and personal way. Our associates are the core of our mission and we know that offering them genuine rewards and heart filling job satisfaction is the key to our success as a company. Here you’ll find opportunities to grow your career at any level whether you have direct contact with resident or support someone who does, and be inspired personally. With over 60,000 associates, there’s a place for you to make a difference in lives of the families we serve throughout our continuum of care.


    Ensures quality service and compliance with contact center procedures for correct contact handling. Monitors customer interactions, provides feedback and trend data to supervisors and advisors, and provides information for process improvement. The QA Specialist ensures that the advisors and contact center teams are customer focused, sales driven and that all interactions with customers, external and internal, represent Brookdale’s standards.


    1. Reviews, evaluates and scores telephone, email and chat interactions based upon predetermined service criteria.
    2. Completes evaluation scoring forms and documentation.
    3. Provides comments on forms and scorecards where necessary to ensure accurate feedback.
    4. Monitors and reports advisor and contact center performance using appropriate contact center performance management technologies and tools.
    5. Coordinates and facilitates regular scoring calibration sessions to assure accuracy of scoring results.
    6. Develops and maintains performance data and reporting, as necessary.
    7. Provides timely feedback and coaching to advisors on good performance and opportunities for improvement.
    8. Participates in the design and maintenance of evaluation criteria, forms and systems.
    9. Monitors the effectiveness of training and provides feedback to management.
    10. Provides ongoing feedback for regular process improvement and opportunities.

    This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.


    Education and Experience
    High School Diploma or General Education Degree (GED) required. Minimum two years experience in a contact center environment; or equivalent combination of education and experience. Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred.


    Certifications, Licenses, and Other Special Requirements


    Management/Decision Making
    Uses limited independent judgment to make decisions based on precedents and established guidelines. Solves problems using standard procedures and precedents. Knows when to refer issues to supervisor and when to handle them personally.


    Knowledge and Skills
    Has a working knowledge of a skill or discipline that requires basic analytic ability. Has an overall understanding of the work environment and process. Has a working knowledge of the organization.
    Possesses excellent written, verbal, and analytical communications skills. Knowledgeable in Microsoft Office (Excel, Word, etc.).


    Physical Demands and Working Conditions

    • Standing
    • Walking
    • Sitting
    • Use hands and fingers to handle or feel
    • Reach with hands and arms
    • Stoop, kneel, crouch crawl
    • Talk or hear
    • Ability to lift:  up to 25 pounds
    • Vision
    • Requires interaction with co-workers, residents or vendors

    Brookdale is an equal opportunity employer and a drug-free workplace.


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