Bilingual Quality Assurance Analyst - Remote at Thriveworks

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

2+ years overall Call Center Experience preferred
Bachelor's Degree a plus
Must be fluent in Spanish
Excellent verbal, written, and interpersonal communication skills
Outstanding customer service skills
Self-motivator and a self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Ability to effectively partner with people at all levels
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast-paced, team environment
Ability to adapt well to change and successfully set and adjust priorities as needed
Proficient with the Google suite of products

Responsibilities

Participates in the design of call monitoring formats and quality standards
Performs call monitoring and provides trending data to the management team
Uses a quality monitoring data management system to compile and track performance at the team and individual levels
Participates in customer and client listening programs to identify customer needs and expectations
Provides actionable data to various internal support groups as needed
Coordinates and facilitates calibration sessions for call center staff
Provides feedback to call center team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review
Perform other duties as assigned

Skills

Thriveworks

Mental health services with licensed therapists

About Thriveworks

Thriveworks provides mental health services through licensed therapists and psychiatric providers, catering to a diverse clientele that includes children, teens, couples, and individuals facing issues like anxiety, depression, and stress. Their services are available both in-person and online, making it easier for clients to access care. Thriveworks stands out from competitors by accepting most major insurance plans, which helps make mental health care accessible to over 190 million Americans. The company focuses on administrative tasks such as billing and scheduling, allowing their providers to concentrate on delivering quality therapy. The primary goal of Thriveworks is to ensure that individuals receive personalized mental health care that meets their specific needs.

Cambridge, MassachusettsHeadquarters

2008Year Founded

VENTURE_UNKNOWNCompany Stage

HealthcareIndustries

1,001-5,000Employees

Risks

Increased competition from digital platforms like BetterHelp and Talkspace threatens Thriveworks.

Integration challenges from acquiring Synchronous Health may disrupt service delivery.

Rising operational costs in urban areas could pressure Thriveworks' profit margins.

Differentiation

Thriveworks offers both in-person and online therapy sessions nationwide.

The company accepts most major insurance plans, enhancing accessibility for 190 million Americans.

Thriveworks handles administrative tasks, allowing providers to focus on quality care.

Upsides

Increased demand for teletherapy services boosts Thriveworks' online therapy offerings.

Rising awareness of mental health issues leads to more people seeking Thriveworks' services.

Partnerships with organizations like Help;Hear;Heal expand Thriveworks' reach and impact.

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