Customer Service QA & Coaching Specialist

Driscoll Children's Hospital; Corpus Christi (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Driscoll Children’s Hospital seeks a dedicated Quality Assurance Specialist to monitor inbound and outbound healthcare calls, ensuring quality and policy adherence. You will analyze performance data, propose process improvements, and coach CSRs to improve first-call resolution.

Responsibilities include calibration sessions, reporting, and supporting training content. A High School diploma with at least two years in a call center is required, along with strong communication and MS Office skills.

Qualifications

• High School diploma or equivalent required.
• Two years progressive experience in a call center.
• Strong communication and analytical skills.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with QA concepts and call monitoring.

Responsibilities

• Monitor inbound/outbound healthcare calls for quality and adherence to policies.
• Develop process improvements based on performance analysis.
• Provide coaching and feedback to Customer Service Representatives.
• Generate calibration reports and participate in calibration sessions.
• Assist in user acceptance testing and management reports.
• Support training content from monitoring data; participate in meetings.

Skills

Outstanding communication

MS Office proficiency

Analytical thinking

Call center experience

Education

High School diploma

Two years progressive call center experience

Tools

Microsoft Office

Job description

Driscoll Children’s Hospital seeks a dedicated Quality Assurance Specialist to monitor inbound and outbound healthcare calls, ensuring quality and policy adherence. You will analyze performance data, propose process improvements, and coach CSRs to improve first-call resolution.

Responsibilities include calibration sessions, reporting, and supporting training content. A High School diploma with at least two years in a call center is required, along with strong communication and MS Office skills.