Build, implement, and manage a comprehensive Quality Assurance program
Develop and maintain QA scorecards for evaluations
Establish standard operating procedures and best practices within QA
Conduct regular audits and evaluations across all communication channels
Analyze feedback to identify trends and areas for improvement
Provide detailed reporting and insights for performance enhancement
Lead performance reviews across call center lines of business
Collaborate with leaders to develop action plans based on QA findings
Recommend process enhancements and workflow improvements
Conduct functional assessments and time studies to establish productivity standards

Requirements

Minimum of 1 year of progressive call center experience
2+ years in quality assurance roles
At least 1 year in a quality assurance leadership role within a contact center environment, preferably in healthcare or behavioral health
Proven experience building and leading a Quality Assurance function
Strong proficiency in cloud-based contact center phone systems, specifically Genesys
Exceptional analytical skills with proficiency in tracking, interpreting, and reporting quality metrics
Strong technical skills, including advanced proficiency with spreadsheet tools, reporting platforms, and CRM systems; EHR experience is a plus
Effective communicator and collaborator with the ability to build strong relationships across diverse teams and stakeholders
Experience developing and documenting policies, procedures, and training materials
Passionate about patient experience, empathy-driven communication, and retention-focused service delivery

Benefits

Medical, dental, and vision insurance
Employer paid life & long-term disability insurance
Additional voluntary benefits include short-term disability
Voluntary employee, spousal and child life insurance
Accident, critical illness, hospital, or confinement insurance
Flexible spending accounts (FSA) and health savings account (HSA) contributions
15 days of accrued PTO annually
8 paid holidays
3 floating holidays
401k

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

quality assurancedata analysisperformance metricsprocess enhancementworkflow improvementfunctional assessmentstime studiesstandard operating proceduresreportingcall center operations

Soft Skills

analytical skillscommunicationcollaborationrelationship buildingleadershipempathyservice deliverytraining developmentpolicy documentationproblem-solving