Quality Assurance Specialist – Patient Engagement

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

📋 Description

• Evaluate recorded calls and analyze the quality of interactions based on established criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory standards.

• Develop and implement thorough training programs for both new and current staff to ensure they achieve quality and performance benchmarks. Foster a culture of continuous improvement.

• Provide feedback to outreach teams regarding their strengths and areas needing improvement in communication skills and compliance with company policies and procedures.

• Maintain a steady feedback loop with patient and network leaders, creating action plans to uphold a high standard of excellence.

• Organize and lead call calibration sessions to guarantee consistency and accuracy in all communications.

• Facilitate discussions aimed at reaching consensus on quality standards and scoring criteria for call evaluations; compile results and offer recommendations for adjustments.

• Analyze data obtained from quality monitoring activities to identify trends, patterns, and areas for enhancement.

• Keep accurate records of evaluations and feedback, preparing detailed reports that summarize evaluation outcomes, performance metrics, and key insights.

• Develop and design comprehensive job aids and standard operating procedures (SOPs) based on trends and patterns identified during quality assurance reviews.

• Revise training materials and job aids to align with organizational process changes affecting patient engagement.

⛳️ Requirements

• Bachelor's degree in business management or a related field is preferred.

• Bilingual in Spanish is required.

• A minimum of 1-3 years of experience in a call center, with a proven ability to evaluate data from various perspectives to identify discrepancies and opportunities for improvement.

• Experience in call center quality assurance and training is required.

• Proficiency in Talk Desk or similar platforms, as well as Microsoft Office (Word, Excel, PowerPoint, etc.), is required.

• Strong understanding of customer service protocols and compliance requirements.

• Exceptional attention to detail and accuracy in data entry and reporting.

• Excellent communication and interpersonal abilities.

• Capacity to manage confidential and sensitive information with discretion.

• Highly organized with a detail-oriented approach.

• Strong problem-solving abilities and adaptability to changing environments.

• Experience in a healthcare call center is a plus.

🏝️ Benefits

• Competitive medical, dental, and vision insurance.

• Healthcare and Dependent Care FSA; Company-funded HSA.

• 401(k) with 4% match, fully vested from day one.

• Employer-paid short and long-term disability.

• Life insurance equal to 1x annual salary.

• 20 days PTO plus 10 Company Holidays & 2 Floating Holidays.

• Paid leave for new parents.

• Additional benefits will be detailed in the offer.