Quality Assurance Specialist – Patient Engagement

Imagine Pediatrics

Quality Assurance Specialist enhancing care engagement for children with complex medical needs. Evaluating quality interactions and designing training programs for effective outreach strategies.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $65,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

Listen to recorded calls and assess the quality of interactions based on predetermined criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory guidelines.
Design and conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards. Create a culture of continuous improvement.
Deliver feedback to outreach groups regarding strengths and areas for improvement in their communication skills and adherence to company policies and procedures.
Maintain a consistent feedback loop with patient and network leaders and develop action plans to maintain a high standard of excellence.
Organize and facilitate call calibration sessions to ensure consistency and accuracy in all communications.
Facilitate discussions to establish consensus on quality standards and scoring criteria for evaluating calls; compile results and provide recommendations for adjustments.
Analyze data from quality monitoring activities, identify trends, patterns, and areas of improvement.
Maintain accurate records of evaluations and feedback and prepare comprehensive reports, summarizing evaluation results, performance metrics, and key insights.
Design and create comprehensive job aides and SOP’s based on trends and patterns identified during QA reviews.
Update training materials and job aids in alignment with organizational process changes that impact patient engagement.

Requirements

What you’ll need

Bachelor’s degree in business management or a related field preferred
Bilingual Spanish required
Minimum of 1-3 years of experience in call center, with a track record of evaluating data from multiple angles to identify discrepancies and opportunities for improvement
Experience in call center quality assurance and training required
Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required
Strong knowledge of customer service protocols and compliance requirements
Exceptional attention to detail and accuracy in data entry and reporting
Excellent communication and interpersonal skills
Ability to handle confidential and sensitive information with discretion
Highly organized and detailed oriented
Problem-solving skills and the ability to adapt to changing environments
Healthcare call center experience is a plus

Benefits

Comp & perks

Competitive medical, dental, and vision insurance
Healthcare and Dependent Care FSA; Company-funded HSA
401(k) with 4% match, vested 100% from day one
Employer-paid short and long-term disability
Life insurance at 1x annual salary
20 days PTO + 10 Company Holidays & 2 Floating Holidays
Paid new parent leave
Additional benefits to be detailed in offer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center quality assurancedata analysistraining program designevaluation metricsjob aids creationSOP developmentcompliance assessmentcustomer service protocolsdata entry accuracyperformance reporting

Soft Skills

communication skillsinterpersonal skillsattention to detailorganizational skillsproblem-solving skillsadaptabilitydiscretionfeedback deliverycontinuous improvementfacilitation skills