Job Description
Schedule - Shift - Hours Full Time - Remote
The Quality Assurance (QA) Specialist is responsible for evaluating the quality, accuracy, and effectiveness of patient interactions across the Patient Contact Center (PCC).
This role conducts structured quality monitoring of calls and digital interactions to ensure adherence to clinical protocols, operational workflows, regulatory requirements, and organizational standards.
The QA Specialist analyzes performance data to identify trends, root causes, and opportunities to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and access to care.
The QA Specialist partners closely with Operations, Training, Workforce Management (WFM), and Leadership to identify performance gaps, deliver actionable insights, and support continuous improvement initiatives that enhance access, accuracy, and overall service delivery.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not includeallthe duties that may be assig...