Quality Assurance Specialist — Member Experience

Christian Healthcare Ministries; Barberton (OH); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive Compensation

Faith-Driven, Purpose-Filled Career

Fully Paid Health Benefits for You & <

Job summary

Christian Healthcare Ministries (CHM) is seeking a Quality Control Specialist to evaluate member interactions via phone and email, applying standardized scoring and HIPAA-compliant practices. You will document results, provide actionable feedback, and partner with leadership to drive continuous quality improvement.

The role emphasizes data-driven insights, collaboration across training and operations, and alignment with CHM’s mission while supporting a hybrid in-office/remote work model.

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).
• 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

Quality assurance

Communication

Data analysis

Training collaboration

Time management

HIPAA compliance

Tools

Calabrio QM/Call Recording

Five9

Microsoft Excel

Microsoft Word

Job description

Christian Healthcare Ministries (CHM) is seeking a Quality Control Specialist to evaluate member interactions via phone and email, applying standardized scoring and HIPAA-compliant practices. You will document results, provide actionable feedback, and partner with leadership to drive continuous quality improvement.

The role emphasizes data-driven insights, collaboration across training and operations, and alignment with CHM’s mission while supporting a hybrid in-office/remote work model.