Lead Quality Auditor

Job Summary

To enhance the quality of contact center patient-support interactions, the full-time Lead Quality Auditor will perform call evaluations, lead QA team functions, and manage reporting and trend analysis in a remote capacity.

Key responsibilities

• Act as a subject-matter expert for QA methodology, refining evaluation scorecards to meet business and compliance objectives
• Support the training and coaching of QA auditors, ensuring adherence to auditing best practices and conducting peer reviews
• Generate and distribute actionable QA reports, monitoring team productivity and participating in continuous improvement initiatives

Required qualifications

• High School Diploma, GED, or suitable equivalent; Bachelor's degree in a healthcare-related field preferred
• 2+ years of experience in a contact center environment with a focus on quality assurance/auditing
• Experience generating and interpreting data reports and presenting findings to stakeholders
• Proficiency in Microsoft Excel and familiarity with contact center technologies and KPIs
• Strong analytical skills with a demonstrated process-improvement mindset