Quality Assurance Specialist, Remote
About the position As a Quality Assurance Specialist you'll play a vital role in ensuring exceptional patient experiences by monitoring and evaluating employee interactions across multiple channels including calls, emails, and texts. In this impactful position, you'll use your analytical skills to assess quality standards, ensure compliance requirements are met, and identify opportunities for improvement that directly enhance how patients experience our healthcare services. You'll be the guardian of quality standards, working behind the scenes to ensure every patient interaction meets our high standards for care, professionalism, and excellence while contributing to a culture of continuous improvement and patient-centered service. Candidates should be comfortable working remotely/work from home anywhere within the US. Responsibilities • Monitor, Evaluate & Analysis Listen to recorded or live calls; Review emails, text/SMS, and chats to ensure compliance with company quality standards • Deliver constructive, actionable feedback and coaching to employees on performance, strengths, and areas for development. • Monitor multiple lines of the business, new and ongoing projects, including calls for both internal and external partners • Act as a subject matter expert for employees, supervisors, L&D, and Leadership offering insights and resources to enhance performance and adherence to standards. • Analyze and spot patterns in employee performance Training & Process Improvement • Collaborate with L&D to help create training materials that address identified specific training needs for employees • Participate in regular calibration sessions in collaboration with Leadership to maintain consistency in scoring and evaluation standards. • Advocate for and implement process improvements to enhance operational efficiency and elevate the Patient experience • Other duties as assigned Requirements • High School Diploma • 3 yrs. quality assurance experience; 2 yrs. of call center experience • Excellent interpersonal skills; Ability to provide constructive feedback • Proficient documentation skills with a focus on accuracy and objectivity • Experience with quality management software, call center technology (i.e. Five9, Ring Central, etc.), and reporting tools. • Strong analytical and reporting skills • Strong knowledge of industry-specific regulations and quality standards (i.e. HIPAA) • Ability to thrive in a fast-paced, changing environment • Familiarity with Continuous Quality Improvement methodologies Nice-to-haves • Post-secondary education • Healthcare Industry experience Benefits • Flexible work schedules and the ability to work remotely are available for many roles • Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners • Robust time-off plan (21 days of PTO in your first year) • Two paid volunteer days and 11 paid holidays • 12 weeks paid parental leave for all new parents • Six weeks paid sabbatical after six years of service • Educational Assistant Program and Clinical Employee Reimbursement Program • 401(k) with up to 4% match • Stock options Apply tot his job