CSR QA Associate

AllTek Staffing & Resource Group, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 54,000; Full time

Job summary

AllTek Staffing & Resource Group, Inc. is seeking a CSR QA Associate (Operations Quality Assurance) to audit agent work against SOPs, WINs, and business rules in a healthcare-focused environment.

You will provide objective assessments and coaching to drive accuracy and performance improvements. The role blends quality evaluation with process insights and peer coaching within a fast-moving service operation, with a hybrid onsite schedule (Tue–Thu).

Qualifications

• Ability to evaluate work objectively using critical thinking and sound judgment.
• Strong attention to detail and accuracy mindset.
• Coaching and feedback skills (peer-to-peer), with the ability to communicate improvement opportunities clearly.
• Analytical skills to review workflows, identify trends, and support performance improvements.

Responsibilities

• Audit agent work against SOPs, WINs, and business rules.
• Apply objective decision-making to assess accuracy and adherence.
• Deliver actionable coaching to help agents improve performance.
• Support improvements in healthcare-related operations through data review.

Skills

Critical thinking

Attention to detail

Coaching & feedback

Analytical skills

Excel proficiency

Active listening

Collaboration

Healthcare experience

Education

High school diploma or relevant experience

Quality control/QA experience

Job description

CSR QA Associate (Operations Quality Assurance)

Join a quality-focused operations team where your evaluations directly improve customer experiences and program outcomes.

As a CSR QA Associate (Operations Quality Assurance), you’ll audit agent work against established program standards (SOPs, WINs, business rules, and related documentation), apply objective decision-making to assess accuracy and adherence, and deliver actionable coaching that helps agents consistently perform at their best.

This role blends quality evaluation, process insight, and peer-to-peer coaching in a fast-moving, service-driven environment supporting healthcare-related operations.

Required Skills

• Ability to evaluate work objectively using critical thinking and sound judgment
• Strong attention to detail and accuracy mindset
• Coaching and feedback skills (peer-to-peer), with the ability to communicate improvement opportunities clearly
• Analytical skills to review workflows, identify trends, and support performance improvements
• Moderate Excel proficiency (data validation, data entry, tables, simple formulas)
• Strong active listening and a consistent, empathy-forward approach in customer/patient interactions
• Ability to work effectively in a matrix environment with strong collaboration skills
• Healthcare experience required, specifically in areas such as claim processing, contact center, benefit verification, or similar

Nice to Have Skills

• Call center and/or claim processing experience
• Experience supporting or contributing to training efforts (new hire, refresher, nesting)
• Experience with technical writing (SOPs, user manuals, work instructions)
• Typing proficiency and comfort building materials/presentations in PowerPoint
• Familiarity with quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution

Preferred Education and Experience

• High school diploma or relevant experience
• Prior quality control / quality assurance experience

Other Requirements

• Hybrid schedule: onsite Tuesday–Thursday
• Two shifts available: 8:00 AM–4:30 PM or 8:30 AM–5:00 PM