Member Experience Quality Specialist

ASQ; Barberton (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Faith-driven, purpose-filled career

Fully paid health benefits for you &/|

Retirement & life insurance

12 paid holidays + birthday

Daily lunch for onsite/hybrid days

Professional growth & development

Paid training

Job summary

Christian Healthcare Ministries (CHM) is hiring a Quality Control Specialist to evaluate member interactions across phone and email channels, ensuring adherence to standards and HIPAA policies. You will monitor calls and emails, score performance, and provide actionable feedback to support staff development.

The role emphasizes data-driven insights, collaboration with leadership and training, and helping CHM improve service quality and operational performance in alignment with our mission and

Qualifications

• Minimum of two (2) years of experience in a contact center, quality assurance, or customer service role.
• Knowledge of Five9 and Calabrio platforms preferred.
• Strong understanding of contact center performance metrics and Member Experience Standards.
• Excellent attention to detail with the ability to evaluate interactions for accuracy, tone, and compliance.
• Strong written and verbal communication skills, including the ability to deliver constructive feedback.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Knowledge of HIPAA regulations and data privacy standards.

Responsibilities

• Conduct quality assurance evaluations of inbound and outbound calls, emails, and other member communications using Calabrio QM/Call Recording (experience preferred), in alignment with established Member Experience Standards.
• Apply standardized scoring methodologies to assess performance, consistency, and compliance with internal policies and regulatory requirements.
• Document evaluation results and maintain accurate, detailed, and confidential quality assurance records.
• Provide timely, constructive, and actionable feedback to support employee development, improve performance, and enhance service quality.
• Analyze quality data to identify trends, performance gaps, and training opportunities.
• Collaborate with leadership, training, and operations teams to support coaching initiatives and continuous improvement efforts.
• Participate in collaboration sessions to ensure consistency and alignment in evaluation practices.
• Monitor adherence to compliance standards, including HIPAA and CHM data privacy policies.
• Assist in the development and refinement of quality standards, evaluation tools, and processes.
• Manage workload effectively to meet established productivity and turnaround time expectations.
• Model and uphold CHM’s mission, core values, and commitment to excellence in all responsibilities.

Skills

Attention to detail

Verbal & written communication

Quality assurance

Microsoft Excel

HIPAA knowledge

Calabrio knowledge

Five9 knowledge

Tools

Calabrio QM

Five9

Call recording systems

Job description

Christian Healthcare Ministries (CHM) is hiring a Quality Control Specialist to evaluate member interactions across phone and email channels, ensuring adherence to standards and HIPAA policies. You will monitor calls and emails, score performance, and provide actionable feedback to support staff development.

The role emphasizes data-driven insights, collaboration with leadership and training, and helping CHM improve service quality and operational performance in alignment with our mission and