Specialist, Call Quality Assurance (IT) - Remote

Overview

The Specialist, Call Quality Assurance (IT) is responsible for auditing customer interactions through monitoring and scoring calls to ensure quality service and compliance with standards.

In Short

• Audit calls and chat sessions for quality assurance.
• Ensure compliance with service standards and protect patient information.
• Collaborate with team leads and revenue operations.
• Provide coaching for performance enhancement.
• Record and report on customer service ratings.
• Identify training and development opportunities.
• Participate in meetings with stakeholders.
• Work towards meeting quality goals.
• Utilize QA software for monitoring.
• Support a culture of belonging within the team.

Requirements

• High school diploma or equivalent required.
• 1-3 years experience in a call center environment.
• Experience with QA software.
• Basic problem-solving skills.
• Ability to collaborate with various teams.
• Strong communication skills.
• Knowledge of HIPAA regulations.
• Coaching experience preferred.
• Attention to detail.
• Ability to work independently.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k) matching.
• Paid time off and PTO cash out options.
• Access to family resources and EAP counseling.
• Professional development programs.
• Virtual leadership and development courses.
• Maternity/paternity leave.
• Support for child and elder care.
• Inclusive company culture.
• Equal opportunity workplace.