Quality Assurance Specialist

Ovation Healthcare

Quality Assurance Specialist supporting quality efforts in a remote call center for Ovation Healthcare. Analyze call performance and improve service delivery through data insights, ensuring operational efficiency.

Posted 6/24/2026part-timeRemote • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Generate, update, and distribute reports as required, ensuring accuracy, timeliness, and relevance for team and management review.
Conduct call monitoring to assess agent performance, identify key trends, and provide actionable insights to the management team to drive performance improvements.
Analyze data from the quality management system to evaluate both team and individual performance, delivering constructive feedback to support continuous improvement.
Leverage customer service expertise to assess current practices, proactively identifying areas for improvement and recommending process enhancements.
Facilitate weekly QA training sessions for agents, focusing on enhancing call quality and aligning with performance standards.
Collaborate with leadership to mentor agents and guide them in improving call quality scores, providing support and development opportunities.
Coordinate and lead call calibration sessions with management, selecting calls for review, documenting key takeaways, and driving collaborative discussions to ensure alignment on quality expectations.
Assist other departments in locating missing calls from Five9, ensuring smooth issue resolution and continuous workflow.
Perform other related tasks as assigned, contributing to the success and effectiveness of the team and department.

Requirements

What you’ll need

High School Diploma or GED required.
Proven experience in analyzing, interpreting, and summarizing complex data related to contact center technologies is essential.
1-2 years of experience with contact center Quality Assurance systems and processes preferred.
Alternatively, 3+ years of experience as a call center agent may substitute for Quality Assurance experience.
Familiar with basic call center workflow and processes.
Experienced with VoizTrails or similar evaluation software preferred.
Familiar with QA processes and practices.
Focused on quality and customer service.
Comprehensive understanding of quality assurance metrics.
Working knowledge of Windows-based systems and Microsoft Office products.
Understanding of legal rules and regulations pertaining to HIPPA.

Benefits

Comp & perks

100% Remote 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

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Hard Skills & Tools

data analysiscall monitoringquality assuranceperformance evaluationprocess improvementcall calibrationcustomer servicequality assurance metricsWindows-based systemsMicrosoft Office

Soft Skills

communicationmentoringcollaborationfeedback deliverytraining facilitationproblem-solvingorganizational skillsattention to detailleadershipadaptability

Certifications

High School DiplomaGED