Quality Assurance Specialist

Job Summary

To enhance patient and provider engagement, the remote Quality Assurance Specialist will assess call quality, design training programs, and provide feedback to improve outreach effectiveness in a part-time capacity.

Key responsibilities

• Assess recorded calls for quality and adherence to standards, providing feedback to outreach teams
• Design and implement training programs for staff to meet performance and quality benchmarks
• Analyze data from quality monitoring activities to identify trends and areas for improvement

Required qualifications

• Bachelor's degree in business management or a related field preferred
• Bilingual Spanish required
• 1-3 years of experience in call center quality assurance and training
• Proficiency in Talk Desk or similar platforms and Microsoft Office
• Strong knowledge of customer service protocols and compliance requirements