Quality Assurance Specialist

QUALITY ASSURANCE SPECIALIST
Veteran Care Center | Remote | Full-Time, Exempt (Salaried)

POSITION SUMMARY
The Quality Assurance Specialist ensures that every conversation between Xterra Health and the veterans we serve reflects the standard of care our mission demands. This role monitors and scores calls, leads calibration sessions to keep quality standards consistent, and meets regularly with Veteran Care Liaisons to deliver coaching and feedback. This role also supports the training of new hires within the Veteran Care Team and, on an as-needed basis, extends that coaching and training support to the Medical Evidence Consulting team.

We're looking for someone with extensive call center experience who genuinely enjoys developing people. This role blends structured evaluation with hands-on coaching, and requires the credibility and communication skills to give direct, constructive feedback while keeping the team motivated and mission-aligned.

KEY RESPONSIBILITIES

Call Monitoring & Quality Assurance
- Monitor and evaluate inbound and outbound veteran calls against established quality standards and scoring rubrics
- Identify trends in call quality, compliance gaps, and coaching opportunities across the Veteran Care Team
- Document QA findings accurately and consistently, and escalate significant concerns to the Operations Manager

Call Calibration
- Lead or participate in regular call calibration sessions to ensure consistent scoring standards across evaluators
- Partner with the Operations Manager to refine and align quality criteria as processes evolve
- Recommend updates to call scripts, quality rubrics, and SOPs based on calibration and monitoring findings

Coaching & Team Development
- Meet bi-weekly with Veteran Care Liaisons to review call quality results, deliver feedback, and set coaching goals
- Support the training and onboarding of new hires within the Veteran Care Team, reinforcing quality standards from day one
- Provide coaching, training support, and call quality guidance to the Medical Evidence Consulting team on an as-needed basis
- Contribute to the development of training materials, job aids, and quality reference guides

Documentation & Reporting
- Maintain accurate and organized QA scorecards, calibration notes, and coaching records
- Track and report quality trends and KPIs to the Operations Manager on a recurring basis
- Follow all internal SOPs, communication standards, and compliance guidelines

QUALIFICATIONS

Required
- High school diploma or equivalent; associate's or bachelor's degree preferred
- 3+ years of extensive call center experience, including experience in a quality assurance, coaching, or team lead capacity
- Strong ability to evaluate calls objectively and deliver clear, constructive feedback
- Comfortable facilitating calibration discussions and building consensus around quality standards
- Strong verbal and written communication skills
- Comfortable working remotely and independently with consistent availability

Preferred
- Prior experience designing or leading new hire training programs in a call center or client services environment
- Familiarity with the VA claims process, nexus letters, or DBQs
- Experience supporting both frontline call center staff and clinical or consulting teams
- Experience with GHL/GoHighLevel, Acuity, or Monday.com
- Military service or connection to the veteran community

COMPENSATION & BENEFITS
- Annual Salary: $55,000-$65,000, commensurate with experience
- Medical, Dental & Vision: Eligible the first of the month following 30 days; Xterra Health covers 75% of employee premiums
- PTO: Unlimited, in line with Xterra Health's salaried employee PTO policy
- 401(k): 100% employer match up to 4% of eligible compensation; immediate vesting; enrollment the first of the month following 90 days