Quality Assurance Specialist

Summary

Join our team as a Quality Assurance Specialist and ensure employee interactions meet established quality standards and compliance requirements. You will monitor, evaluate, and analyze calls and documents to identify areas for improvement. Provide constructive feedback to employees and leadership, highlighting strengths and areas for development. Collaborate with training and leadership to coach and train scheduling coordinators. Participate in regular calibration sessions and meetings to maintain consistency in scoring and evaluation standards. Act as a subject matter expert, offering insights and resources to enhance performance. This fully remote role requires experience in quality auditing, call center operations, and call monitoring.

Requirements

• Be skilled in reviewing and assessing call recordings, documentation, and processes to ensure compliance with company policies, procedures, and quality standards
• Be experienced in utilizing quality rubrics and scorecards to evaluate employee performance effectively
• Be proficient in using quality management software and systems such as NICE, Vida, or proprietary QA platforms for call monitoring, score-carding, and reporting
• Be experienced in identifying quality issues, non-compliance, and risks, assessing their impact, and implementing preventive measures to mitigate potential risks and ensure continuous compliance with quality standards
• Be proficient in documenting audit findings with precision and objectivity, ensuring accuracy in reporting
• Be adept at producing comprehensive QA reports for management that highlight key trends, critical issues, and opportunities for improvement
• Possess extensive knowledge of industry-specific regulations and quality standards, including HIPAA, and ISO
• Have a proven ability to ensure full regulatory compliance across processes and services, aligning with internal policies
• Be expert in leveraging performance data to identify trends, uncover gaps, and drive strategic improvements
• Have a proven ability to deliver insightful reports for management and stakeholders to support data-driven decision-making
• Possess expertise in utilizing call monitoring software to evaluate live and recorded interactions, ensuring compliance with scripts and accuracy of information
• Be skilled in assessing both soft skills, such as tone and empathy, and technical skills, including accuracy and regulatory compliance, to optimize customer interactions
• Be experienced in providing constructive, actionable feedback by identifying employee strengths and areas for improvement, and offering personalized training sessions to support their learning and development
• Be able to analyze and spot patterns in employee performance to create training that addresses skill gaps and enhances service delivery
• Possess strong skills in quality process improvement, including the ability to recommend and implement enhancements to workflows, QA practices, or auditing techniques
• Be able to track and meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) related to quality, compliance, and performance
• Have familiarity with Continuous Quality Improvement methodologies to drive systemic enhancements in processes and quality measures over time
• Have 3 years of quality auditing experience
• Have 2 years of call center experience
• Have experience with call monitoring, coaching, and mentoring with the purpose of improving call quality
• Have a High School Diploma

Responsibilities

• Review and evaluate recorded or live call interactions to assess employee performance, accuracy, and adherence to scripts; quality rubrics, escalations, and compliance with company policies and procedures
• Provide detailed verbal and/or written constructive feedback to employees and leadership through audit notes, highlighting strengths and identifying areas for improvement
• Monitor multiple areas of the business, new and ongoing projects, including calls for both internal and external partners, to ensure consistency in quality and service delivery
• Review and audit system documentation, such as emails, text/SMS, and chat communications, with a focus on accuracy and ensuring adherence to departmental procedures and company policies
• Collaborate with Training and employee leadership to coach, train, and develop scheduling coordinators
• Advocate for and implement process improvements to enhance operational efficiency and elevate customer satisfaction
• Participate in regular calibration sessions with fellow Quality Assurance Specialists and Outreach management to maintain consistency in scoring and evaluation standards
• Engage in Quality Assurance and TeamCare meetings to provide clarification and address inquiries related to scorecards and guidelines
• Act as a subject matter expert for employees, supervisors, training and management, offering insights and resources to enhance performance and adherence to standards
• Perform other duties as assigned

Preferred Qualifications

• Have Healthcare Industry experience
• Have Post-secondary education

Benefits

• Fully remote role
• Potential for travel for activities such as on-site retreats occurring two to three times per year