• Conduct daily quality reviews for 15+ agents on various functional areas, in order to identify trends or issues that are occurring• Coach agents on improvements in a positive always with a focus on continual improvementQualified candidates will bring forward innovative strategies for continuous quality improvements• Demonstrate an ability to learn and understand the processes for all of the functional areas in order to perform quality reviews across all functional areas• Conduct objective and concise quality assessments• Maintained a strong understanding of all functional areas and serve as a source of expert knowledge of the program and functional areas• Update the quality monitoring data management system to compile and track assessment information• Assist to implement and maintain quality processes, practices and measures for front line assurance activities and an increasing awareness for quality controls• Perform administration tasks as needed by the business and to support key objectives of the Quality Team• Contribute toward improvement of current processes• Track and ensure staff return quality assessments requiring corrections• Provide calm conflict resolution and problem solving

• Regularly provided care for activities of daily living for 24+ residents; including assisting with serving meals, feeding residents as needed, ambulating, turning, and positioning residents; and providing fresh water and nourishment between meals.• Maintained resident stability by checking vital signs and weight; testing urine and recording intake and output information.• Assisted in resident's overall comfort by utilizing resources and materials; transporting patients; answering patients’ call lights and requests; and reporting observations of the resident to nursing supervisor.• Regularly documented reports and records concerning patient health, along with keeping patient confidentiality.• Adhered to professional standards, hospital policies and procedures; federal, state, and local requirements.

• Implemented, documented, and maintained HCBS settings standards, qualities, and safeguards to comply with regulations and participants' preferences.• Consistently met qualifications for specific services provided.• Demonstrated the ability to provide services for developmentally disabled individuals.• Established a relationship with persons in the home and become familiar with pertinent information for each individual.

• Complete 65+ forms every work day• Work independently and accurately• Trained incoming agents• Checked other agent's work

• Handled currency and credit transactions quickly and accurately • Communicated clearly and positively with coworkers and management • Maintained high standards of customer service during high-volume, fast-paced operations

• Initiated 50 phone calls and completed 20 surveys daily by utilizing listening and communication skills to resolve concerns• Reported back to supervisors every half-hour through organizational skills in order to create a smooth-running team• Consistently scored 90% or higher on company evaluation test every two weeks through unbiased and professional listening skills

• Managed and led a team of 7 people through high-stress situations to quickly resolve customer concerns or complaints• Oversaw the production, process, and customer service of 100+ daily customer orders through management skills to create a clean and satisfactory environment for customers

• Focused on guest satisfaction by creating and maintaining a clean and friendly environment for guests• Oversaw the creation and management of park rental spaces on platforms such as VRBO, Hip Camp, and Airbnb

• Maintained effective communication with hundreds of students and referral sources, and coordinated with team members through daily planning to ensure timely and complete submission of goals and updated documents about students