Quality Assurance Specialist

Quality Assurance Specialist

Requirements

• High School Diploma or GED required.
• Bachelor’s degree or equivalent work experience in field preferred.
• Experience with coaching and training individuals or groups.
• Two (2) or more years’ customer service experience in healthcare preferred.
• Outstanding customer service skills & dedication to providing exceptional customer care.
• Ability to work in a team environment.
• Excellent verbal and written communication skills.
• Ability to negotiate, suggest, and implement changes within the organization.
• Proficient in Microsoft Office.
• Must be able to effectively deal with people at all levels inside and outside the organization.
• Detail-oriented.

Responsibilities

• Monitor calls to assess agent performance against quality standards and SOPs.
• Provide constructive feedback and coaching to scheduling associates.
• Identify training needs and areas for improvement.
• Conduct call calibration sessions with leadership team.
• Analyze quality metrics and prepare reports on performance.
• Assist in developing and updating quality assurance procedures and guidelines.
• Ensure compliance with all federal, state, and company regulations and policies.
• Maintain accurate quality monitoring records and documentation.

Preferred Qualifications

• Bachelor’s degree or equivalent work experience in field preferred.
• Two (2) or more years’ customer service experience in healthcare preferred.