Call Quality Auditor

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

📋 Description

• Monitor inbound and outbound calls by reviewing at least 5% of each assigned agent's calls on a monthly basis.

• Assess service quality, accuracy, compliance, and adherence to scheduling protocols, organizational policies, contractual obligations, and HIPAA regulations.

• Analyze agent performance and deliver constructive feedback.

• Conduct virtual coaching sessions and engage in training and quality enhancement initiatives.

• Record performance trends, service shortcomings, favorable outcomes, scheduling violations, and other quality-related issues.

• Suggest process enhancements to management.

• Take part in calibration meetings.

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

• Work collaboratively with different departments to ensure uniform quality standards.

• Assist in managing call support queues and resolving system issues.

⛳️ Requirements

• Reside within 50 miles of San Antonio, TX.

• Hold a high school diploma or GED.

• Have at least 1 year of experience in healthcare administration.

• Demonstrate proficiency in Microsoft 365, including Teams, Excel, and Outlook.

• Possess strong computer skills and the ability to adapt to new systems.

• Exhibit strong customer service, telephone etiquette, as well as written and verbal communication skills.

• Maintain excellent attention to detail, critical thinking, problem-solving, and organizational skills.

• Capable of managing competing priorities in a fast-paced setting.

• Availability for Monday–Friday, eight-hour shifts during designated operating hours, excluding federal holidays.

• Willingness to work overtime if necessary.

• Preferred: At least 2 years of call center experience.

• Preferred: At least 2 years of leadership experience.

• Preferred: Familiarity with CXone, MHS GENESIS, or other call center software.

🏝️ Benefits

• Health & Welfare allowance of up to $5.43 per hour as per the Service Contract Act.

• Medical, dental, and vision insurance options.

• Basic life insurance coverage.

• Participation in a 401k plan.

• Paid time off benefits.

• Opportunity for an annual bonus.

• A comprehensive and competitive benefits package.