Healthcare QA Specialist - Call Center

Caremetx-LL; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

CareMetx is seeking a Quality Specialist to monitor and document program performance, design quality monitoring formats, and review interactions for accuracy and compliance. You will collaborate with Program Operations, QA, and Leadership to drive service excellence and actionable insights.

The role includes identifying coaching opportunities, delivering performance reports, and supporting continuous quality improvements across the program team and vendor partners.

Qualifications

• Experience performing quality assurance audits in a call center environment preferred.
• Experience reading, interpreting, and enforcing SOPs and policies in regulated settings.
• Knowledge of HIPAA and pharmacovigilance regulations preferred.

Responsibilities

• Monitor interactions, support requests, and records for accuracy and policy adherence.
• Ensure high-level customer service throughout interactions.
• Identify trends and report performance insights to leadership.
• Develop and update quality monitoring templates and standards.
• Provide regular reports on quality performance and opportunities for coaching.

Skills

Exceptional listening

Attention to detail

Multi-project management

Team collaboration

Confidentiality

Communication

Education

2+ years QA audits experience

3+ years regulated industry auditing

Tools

Word

Excel

PowerPoint

Job description

CareMetx is seeking a Quality Specialist to monitor and document program performance, design quality monitoring formats, and review interactions for accuracy and compliance. You will collaborate with Program Operations, QA, and Leadership to drive service excellence and actionable insights.

The role includes identifying coaching opportunities, delivering performance reports, and supporting continuous quality improvements across the program team and vendor partners.