Healthcare Call Quality Assurance Specialist

20 Driscoll Children's Health Plan; Corpus Christi (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Driscoll Health System is seeking a Quality Assurance Specialist to monitor healthcare calls for members and providers, develop process improvements, and support the Customer Service Supervisor with coaching CSRs.

The role emphasizes call quality, data analysis, and training support, including calibration sessions and regular reporting to management to maintain high service standards across the organization.

Qualifications

• High School diploma or two years of progressive call center experience.
• Excellent communication to handle complex customer needs.
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Monitor inbound and outbound calls to ensure quality and policy adherence.
• Provide coaching recommendations based on monitor findings and performance data.
• Prepare calibration reports and participate in training sessions.
• Assist in management reporting and cross-team communications.
• Complete 4 hours of phone time monthly.

Skills

Outstanding communication

Analytical skills

MS Office suite

Education

High School diploma

Tools

Microsoft Office Suite

Job description

Driscoll Health System is seeking a Quality Assurance Specialist to monitor healthcare calls for members and providers, develop process improvements, and support the Customer Service Supervisor with coaching CSRs.

The role emphasizes call quality, data analysis, and training support, including calibration sessions and regular reporting to management to maintain high service standards across the organization.