Lead Associate - Transactional Quality - Remote

Overview

The Lead Associate - Transactional Quality is responsible for overseeing the quality assurance process, ensuring compliance with regulatory requirements, and providing feedback to associates.

In Short

• Responsible for the entire quality assurance process.
• Conduct audits and perform error root cause analysis (RCA).
• Ensure correctness and completeness of cases.
• Monitor accuracy SLAs and KPIs.
• Conduct quality monitoring reviews and call scoring.
• Assist in developing quality management programs.
• Conduct coaching sessions for team improvements.
• Facilitate quality assurance training as needed.
• Escalate serious performance issues as necessary.

Requirements

• 1-2 years of experience in customer service.
• Previous Quality Assurance experience required.
• Experience in Healthcare is a plus.
• Excellent verbal and written communication skills.
• Ability to work independently and meet deadlines.
• Effective analytical and problem-solving skills.
• Knowledge of medical terminology and anatomy.
• Bilingual in English and Spanish.

Benefits

• Professional development opportunities.
• Structured career path.
• Coaching and mentoring.
• Employee experience at the core.