QA Coordinator

MarketSource Inc.

. Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies.

Posted 4/21/2026full-timeAlpharetta • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies.
Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to health insurance regulations and client requirements.
Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance.
Analyze QA data and metrics to identify trends, root causes, and areas for improvement.
Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service.
Maintain QA schedules and partner with applicable stakeholders to ensure quality targets are met or exceeded.
Stay up-to-date on all relevant health insurance industry regulations and client compliance standards.

Requirements

What you’ll need

High school diploma or GED required.
2+ years of experience in call center quality assurance, with prior QA experience in the health insurance or healthcare industry strongly preferred.
Familiarity with health insurance products, terminology, and member services processes is essential.
Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
HIPAA compliance certification or formal training in privacy and security of healthcare information is strongly preferred.
Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage.
Proficiency with call recording and quality management systems for evaluating interactions and tracking QA data.
Working knowledge of call center telephony systems, CRM software, and workforce management tools.
Experience with e-learning platforms or Learning Management Systems (LMS) is a plus.

Benefits

Comp & perks

Medical, dental & vision
401(k)/Roth
Insurance (Basic/Supplemental Life & AD&D)
Short and long-term disability
Health & Dependent Care Spending Accounts (HSA & DCFSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality assurancedata analysiscustomer service skillscompliance assessmentcall monitoringauditingfeedback identificationtrend analysisroot cause analysishealth insurance terminology

Soft Skills

coachingcustomer-centric approachcommunicationproblem-solvingattention to detailorganizational skillsstakeholder collaborationadaptabilitycritical thinkingteamwork

Certifications

HIPAA compliance certificationCOPC certificationcall center quality certification