Responsible for monitoring incoming and outgoing calls to ensure quality, customer service, and adherence to Abbot’s policies and procedures, including HIPAA and compliance. **Key Responsibilities:** • Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team • Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements. • Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures. • Through call monitoring identify training needs or disciplinary actions which will be reported to appropriate Manager. • Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees. • Constantly looks for ways to improve and promote quality of work, agent development, and process flow. • Stays aware of any negative trends from the initial customer experience that can be corrected. • Keep management and teammates abreast of any scripting and or any account documentation changes. **Qualifications:** • Third Level Degree or equivalent • Proficiency in MS Office Applications – Outlook, Excel, PowerPoint, and Word. • Ability to prioritize and manage multiple responsibilities. • Experience handling tasks where attention to detail is critical to success. **Preferred Skills:** • Candidate must be proficient with PC applications including MS Office (Word, Excel, PowerPoint). • Excellent attention to detail and problem-solving skills. • Strong communication and interpersonal skills. • Ability to analyze data and generate reports. • Ability drive process improvements, and implement quality assurance procedures. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com