Quality Assurance Associate
Job Summary
To ensure high-quality interactions with prospective members, the full-time Quality Assurance Associate will conduct call audits, review evaluations for accuracy, and lead calibration sessions, all while working remotely.
Key responsibilities
- Conduct call audits and review QA Coordinator evaluations for consistency and accuracy
- Lead calibration sessions with QA Coordinators and Enrollment Team Leads to align scoring and expectations
- Analyze QA data to identify trends and recommend improvements to existing QA processes and tools
Required qualifications
- 5+ years of experience in call center quality assurance, preferably in healthcare
- Proficiency in quality auditing, calibration, and coaching in a service-oriented environment
- Strong analytical skills with proficiency in spreadsheets for data analysis
- Experience with technology platforms, particularly AI-powered tools
- Commitment to empathetic member interactions and a desire to improve quality care experiences
Complete Job Description
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