Customer Service/Quality Assurance Rep - Companions & Homemakers : Job Details

Customer Service/Quality Assurance Rep Description **Help make a difference in the lives of seniors by ensuring they are getting the quality of services and care they need to stay in the comfort of their homes by becoming a part of our Quality Assurance Department located in St. Petersburg Florida!**

**Responsibilities:** Support the quality assurance and client satisfaction efforts by investigating, researching and reporting on the quality of services being provided to our clients using various tools available, including recorded phone calls and documented notes. Companions & Homemakers Inc. has been a leading home care company in Connecticut since 1990, however our Quality Assurance Division is based in St.Petersburg, FL. You will work in our St. Petersburg office and travel to CT is not required.

**Benefits Include:**

* Competitive wages base on experience

* Paid training

* Medical Coverage (80% company paid)

* Dental Coverage (50% company paid)

* Life Insurance

* 401K Plan with company match

* Paid time off

* And more!

**Overview of Required Skills/Traits:**

* Compassion for the elderly

* Demonstrated multitasking ability

* Strong organizational skills

* Straightforward communications skills, including the ability to produce written reports showing key findings from research

* Ability to work independently

* Professional demeanor

* Dedication to the companys mission

* Previous knowledge of home care operations is a plus

**Essential Duties:**

* Utilize a common sense approach and follow your nose detective skills when researching client situations to confirm services are consistently delivered with a client-first mentality

* Investigate and report on service failures, potential errors and situations in which root cause analysis is needed

* Assess live and recorded calls of various office staff in different departments for the quality that is expected and to ensure compliance with established policies and directives

* Assess office staff performance of core duties and job expectations

* Produce reports with high-level findings and the required level of supporting detail based on research being done to help answer questions and provide insight into various aspects of the home care agencys operations

CT DCP HCA #0000101

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