Call Quality Auditor

This is a fully remote position, open to applicants in Texas.

📋 Description

• Evaluate incoming and outgoing calls by monitoring a minimum of 5% of each assigned agent's calls monthly to ensure service quality, accuracy, and compliance.

• Deliver performance feedback and facilitate virtual coaching sessions.

• Engage in training and quality enhancement initiatives.

• Oversee adherence to scheduling protocols, organizational policies, contractual obligations, and HIPAA regulations.

• Record performance trends, service shortcomings, and positive results.

• Suggest process enhancements to management.

• Take part in calibration meetings.

• Aid in the creation of training materials and job aids.

• Work collaboratively across departments to uphold consistent quality standards.

• Assist in managing call support queues.

• Resolve system-related issues.

• Note scheduling violations and other quality-related concerns.

• Work Monday through Friday, in eight-hour shifts within designated operating hours, excluding federal holidays; overtime may be necessary.

⛳️ Requirements

• High school diploma or GED equivalent.

• At least 1 year of experience in healthcare administration.

• Proficient in Microsoft 365, including Teams, Excel, and Outlook.

• Strong computer skills with the capacity to learn new systems quickly.

• Excellent customer service, telephone manners, and both written and verbal communication skills.

• Exceptional attention to detail, critical thinking, problem-solving, and organizational abilities.

• Capability to manage multiple priorities in a fast-paced environment.

• Preferred: a minimum of 2 years of experience in a call center.

• Preferred: a minimum of 2 years in a leadership role.

• Preferred: familiarity with CXone, MHS GENESIS, or similar call center software.

🏝️ Benefits

• Health & Welfare allowance up to $5.43 per hour, in line with the Service Contract Act.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Basic life insurance.

• 401k plan.

• Paid time off.

• Annual bonus.

• Comprehensive and competitive full-time benefits package.