Call Center Quality Assurance Manager

Position Summary

As the Quality Assurance Manager, you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience across all patient communication channels, including inbound/outbound calls, digital correspondence, and scheduling workflows.

Key Responsibilities

• Lead the development and implementation of QA processes and standards for inbound, outbound, and automated patient communications.
• Manage a team of QA Specialists, ensuring timely and consistent evaluations and coaching sessions.
• Analyze performance trends across the call center and recommend process improvements and training needs.
• Own and continuously refine QA scorecards and assessment tools to align with business goals and KPIs.
• Partner with training and operations teams to support new hire onboarding, upskilling, and ongoing development.
• Organize and facilitate regular QA calibration sessions and quality huddles across cross-functional teams.
• Provide insights and reports to leadership based on evaluation findings, ensuring accountability and action.
• Support call center peak times to maintain hands-on operational understanding and process proficiency.
• Stay involved in call handling and new initiative testing to maintain real-time knowledge of systems and procedures.
• May be required to work one weekend every three weeks to complete evaluations and support operations.

Requirements

• Minimum 2-3 years of experience in a quality assurance or team leadership role within a healthcare call center or similar environment
• Strong understanding of call center operations, KPIs, and customer service best practices
• Experience developing or managing QA scorecards, coaching processes, and training feedback loops
• Excellent interpersonal and communication skills with a focus on coaching and collaboration
• Proficient in Microsoft Office Suite and call center systems (e.g., phone monitoring, scheduling, or CRM platforms)
• High attention to detail with the ability to analyze data and identify actionable trends
• Passion for improving patient experience and team performance