QA QC Specialist

About the role

As a Quality Specialist, you will play a key role in supporting quality assurance across a call center and case-based environment. You’ll evaluate customer interactions, audit case-level work, identify quality trends, and support continuous improvement efforts that help ensure accuracy, compliance, and a positive patient experience.

Responsibilities

• Score customer interactions as part of the Call Quality Monitoring (CQM) program
• Audit and evaluate case-level quality and accuracy to ensure proper documentation, resolution, and adherence to program standards
• Ensure data entry integrity and quality standards are followed across all programs
• Assist with data cleaning, reporting, and quality trend analysis
• Escalate call quality, data quality, and documentation issues to Quality Management as needed
• Support audit activities and case reviews
• Affiliate with the administration and maintenance of process documentation, SOPs, program-specific procedures, validation documents, and training materials
• Participate in quality initiatives, including leading CQM program meetings when needed
• Complete all required training related to patient privacy, data handling, and patient safety reporting
• Adhere to all organizational standards and regulatory requirements related to patient information
• Perform other duties as assigned

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred
• 1–2 years of experience preferred in quality assurance, call quality monitoring, case auditing, or a related call center or customer support environment

Qualifications

• Relevant Skills & Experience: Basic analytical and conceptual skills, strong attention to detail and data accuracy, working knowledge of relational databases, general knowledge of call center systems and core business processes, ability to work independently and collaborate effectively with cross-functional teams, strong written and verbal communication skills, proficiency with standard PC applications, experience using Amazon Connect or similar call monitoring platforms preferred

Pay

All job offers are determined based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data.

Schedule

Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including:

• Medical, Dental, and Vision coverage
• Life Insurance
• Short- and Long-Term Disability
• 401(k) with a 5% company match with immediate vesting
• Personal Time Off (PTO) or Flexible Time Off (FTO)
• Company bonus where applicable