Call Handling, Specialist

Are you a detail-oriented customer quality professional looking for a rewarding work-from-home role in specialty healthcare monitoring? We are seeking a dedicated Call Handling & Performance Monitoring Specialist to join our team!

In this remote position, you will monitor, analyze, and review customer contact quality across phone, fax, and email channels. Working standard daytime hours (Monday through Friday, 8:00 AM – 5:00 PM CST), you will conduct case audits, investigate root causes, and perform gap assessments to ensure full compliance with internal operating procedures and healthcare regulations. You will also serve as a premier contact for high-priority inquiries from executives and their delegates, providing elevated customer service and resolving complex operational issues. If you bring strong quality auditing skills, a background in call monitoring, and advanced problem-solving capabilities, this contract role offers an excellent platform to showcase your expertise.

salary: $19.99 - $20 per hour
shift: First
work hours: 8 AM - 5 PM
education: Bachelors

Responsibilities

Position Summary:

Monitor customer contact quality, perform case audits, conduct root-cause analyses, and handle high-priority inquiries from executives and delegates.

Key Responsibilities:

• Monitor, review, and evaluate customer contact quality across telephone, fax, and email interactions.

• Resolve complex client issues, policy questions, and process concerns via multi-channel communications.

• Deliver enhanced, high-touch customer support for incoming inquiries from senior executives (SVPs and above) and delegates.

• Perform case audits, root cause analyses, and gap assessments to develop effective corrective action plans.

• Apply quality system concepts and analytics to identify performance trends and ensure regulatory compliance.

• Work cross-functionally to educate, guide, and influence internal team members on quality standards.

Requirements:

• High School Diploma, GED, or technical certification required; Bachelor's degree preferred.

• 2–3+ years of experience in customer service, quality assurance, or performance monitoring.

• Proven experience in call monitoring and case auditing within a structured customer service setting.

• In-depth understanding of quality systems, root cause investigation, trending, and compliance standards.

• strong independent problem-solving, analytical, and cross-functional communication skills.

• Full availability for mandatory virtual training during the first week of employment (Monday – Friday, 8:00 AM – 5:00 PM CST).

Skills

• Basic Computer Skills
• Written Communication
• Material Handling
• Call Center

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.