Quality Assurance Lead

PRIMARY FUNCTION


The Quality Assurance Lead supports the design, implementation, and continuous enhancement of the Patient Contact Center (PCC) Quality Assurance program across all contact channels. This role serves as a subject-matter expert in quality monitoring methodology, calibration standards, and evaluation integrity.


In close partnership with Operations, Training, and Compliance leadership, the Quality Assurance Lead reviews quality performance data, identifies trends and risks, and provides insights that support improvements in patient experience, regulatory compliance, and operational effectiveness. This role focuses on quality program support, analysis, and monitoring.


ESSENTIAL DUTIES AND RESPONSIBILITIES


This list may not include all the duties that may be assigned.

1. Quality Framework & Governance

• Support the development, refinement, and documentation of the PCC quality monitoring framework, scorecards, evaluation criteria, and related standards.

• Ensure evaluation tools remain aligned with evolving workflows, access standards, regulatory requirements, and patient experience expectations.

• Maintain clear documentation of quality methodology and scoring guidelines.

1. Calibration & Scoring Integrity

• Participate in regular calibration sessions to promote scoring consistency and methodology integrity across all Quality Assurance Specialists and operational reviewers.

• Conduct periodic audit reviews to identify scoring variances and opportunities to strengthen evaluation consistency.

• Serve as a resource for clarification on quality standards and scoring interpretation.

1. Trend Analysis & Insight Generation/

• Analyze QA monitoring results to identify trends, performance gaps, compliance risks, and opportunities for improvement.

• Monitor repeat contact drivers, authentication compliance, and workflow adherence trends.

• Communicate insights to Operations and Training leadership to support targeted improvement efforts.

1. Reporting & Performance Monitoring

• Support the preparation of recurring and ad hoc Quality Assurance reports to support operational reviews and leadership reporting.

• Monitor CSAT and Secret Shopper tracking for data integrity, trend alignment, and potential risk indicators.

• Provide analytical support for performance discussions related to patient satisfaction, First Call Resolution (FCR), and compliance adherence.

1. Cross-Functional Collaboration

• Partner with QA Leadership, Operations, Training, Workforce Management, and Compliance to support quality improvement initiatives.

• Contribute to training updates and process enhancements based on quality findings.

• Serve as a subject matter resource for new hire onboarding, operational reviews and improvement initiatives.

SUPERVISORY RESPONSIBILITIES


None.


QUALIFICATIONS


EDUCATION: High Scholl Diploma/GED or equivalent required. Bachelor's degree in business, Healthcare Administration, or related field preferred


EXPERIENCE

• Minimum 3 years of call center or customer service experience required

• Minimum 2 years of quality assurance or quality monitoring experience preferred

• Experience working with regulated environments (e.g., healthcare compliance standards) preferred

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated ability to review and interpret quality and performance data to identify trends, patterns, and areas for improvement

• Understanding of quality calibration methodology and scoring consistency practices

• Familiarity with automated call distribution (ACD), IVR, and skill-based routing systems

• Experience with EHR systems and cloud-based contact center platforms (e.g., Talkdesk) preferred

• Strong analytical skills with proficiency in Microsoft Excel and reporting tools

• Excellent verbal, written, and interpersonal communication skills

• Ability to present findings clearly to cross-functional stakeholders

• Strong attention to detail, accuracy, and timeliness

• Ability to work collaboratively in a team-oriented environment

TYPICAL WORKING CONDITIONS

• Non-patient facing

• Hybrid/telework

• If remote, this job must be U.S. based.

• % travel required if any - 0%

OTHER PHYSICAL REQUIREMENTS

• Vision

• Sense of sound

• Sense of touch

• Work may require sitting for long periods of time

• Manual dexterity sufficient to operate a keyboard

• Long periods of time in front of a computer screen