Customer Service Quality Auditor

Paycom - ATS; Irvine (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Paycom - ATS is seeking a Customer Service Auditor to perform in-depth audits of calls and staff adherence to quality standards. The role involves documenting each interaction, preparing monthly quality reports, and driving process improvements within a HIPAA-compliant environment.

Requires a BA/BS in business or health care and 3–5 years in the health benefits industry, with strong written and verbal communication skills. Collaboration with claims and operations is essential.

Qualifications

• BA/BS degree in business, health care, or related field.
• Three to five years' work experience in the health benefits industry.
• Experience measuring, evaluating, and grading calls in a call center.
• Ability to prepare clear audit reports and narratives.
• Knowledge of medical terms and medical claims.

Responsibilities

• Auditing live and recorded customer service calls for quality and timeliness.
• Create and document Standard Operating Procedures (SOPs).
• Provide each CSR with written documentation of each call and monthly reports.
• Assist during peak periods and support training with trend analysis.
• Collaborate with claims and operations to optimize call center experience.
• Maintain HIPAA-compliant workstation and data security.

Skills

Audit accuracy

Written communication

Verbal communication

Process improvement

Education

BA/BS in business or health care

Tools

Microsoft Office

Health care system software

Job description

Paycom - ATS is seeking a Customer Service Auditor to perform in-depth audits of calls and staff adherence to quality standards. The role involves documenting each interaction, preparing monthly quality reports, and driving process improvements within a HIPAA-compliant environment.

Requires a BA/BS in business or health care and 3–5 years in the health benefits industry, with strong written and verbal communication skills. Collaboration with claims and operations is essential.