Call Quality Auditor (CQA)

Help maintain a high standard of service within a healthcare appointment center by evaluating customer interactions, identifying performance trends, and providing actionable feedback.

At International SOS Government Medical Services, you'll support healthcare programs that improve patient care and operational readiness across the U.S. and internationally. Founded in 1984, International SOS operates in more than 90 countries, delivering healthcare, medical assistance, emergency response, and workforce support services worldwide.

Job Description

As a Call Quality Auditor, you'll evaluate recorded inbound and outbound calls supporting patient appointment services within a centralized military healthcare environment. You'll assess customer service and technical performance, document deficiencies and coaching opportunities, identify trends, and help ensure calls meet established procedural and contractual requirements.

Employment: Full-time

Work Arrangement: Remote

Schedule: Monday–Friday, assigned 8-hour shifts between 6:00 a.m. and 8:00 p.m. Pacific Time. Federal holidays excluded. Overtime may be required.

Compensation: $20.68–$22.98 per hour

Health & Welfare (H&W): Up to $5.09 per hour, in accordance with the Service Contract Act (SCA).

Key Responsibilities

• Audit assigned inbound and outbound calls each month to meet established quality-monitoring requirements
• Evaluate calls for customer service, technical performance, procedural compliance, and potential training or coaching opportunities
• Document audit findings, including deficiencies, errors, positive feedback, and areas for improvement
• Review failed call audits one-on-one with associates and support ongoing coaching activities
• Participate in regular calibration sessions with leadership to promote consistent quality standards
• Identify agent and process trends and provide feedback to leadership regarding potential deficiencies and solutions
• Develop subject matter expertise across supported departments, host virtual chair-side sessions, and assist with call quality policies, procedures, job aids, and communications.

Qualifications

Requirements

• High school diploma or General Educational Development (GED) equivalency
• Minimum of 1 year of call center quality auditor experience for external candidates
• Exceptional written and verbal communication skills, including proper grammar and punctuation
• Ability to work independently with minimal supervision
• Ability to interpret policies and apply them accurately during call audits using critical-thinking skills
• Strong time-management skills

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Compensation Disclaimer:
Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits. Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographical market data.

Benefits Language (FTE roles):
Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional benefits include a 401k plan, paid time off, and an annual bonus. International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.

Equal Opportunity Employer (EEO) Statement:
International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.