Quality Control Specialist (Hybrid)

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

The Quality Control Specialist is responsible for evaluating and ensuring the quality, accuracy, and effectiveness of member interactions across phone and email channels. This role monitors recorded calls and written communications, assesses performance against established Member Experience Standards and CHM guidelines, and identifies opportunities for improvement.

By delivering consistent, data-driven feedback and insights, this position supports team development, enhances service delivery, and contributes to improved member experience and operational performance in alignment with CHM’s mission, values, and commitment to stewardship.

What We Offer

At Christian Healthcare Ministries (CHM), we believe your career should be more than just a job it should be an opportunity to make a meaningful difference while growing personally, professionally, and spiritually.

When you join our team, you'll enjoy:

• Competitive Compensation – Pay based on your experience and qualifications.
• Faith-Driven, Purpose-Filled Career – Be part of a Christ-centered ministry where your work makes a meaningful impact.
• Fully Paid Health Benefits for You & Your Family – Enjoy valuable health benefits provided at no cost to you, with coverage extended to eligible dependents.
• Retirement & Life Insurance – Benefits designed to support your financial well-being and future.
• Generous Paid Holidays – Enjoy 12 paid holidays PLUS your birthday!
• Complimentary Daily Lunch – Enjoy a delicious lunch provided daily for employees working onsite, including those on a hybrid schedule during their in-office days.
• Professional Growth & Development – Opportunities to strengthen your skills, expand your knowledge, and grow in your career.
• Paid Training – Receive the training and support needed to succeed in your role.

More than a career. A calling. A community. A purpose.

PRIMARY 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.

CORE COMPETENCIES

• Assesses interactions for accuracy, consistency, and compliance.
• Effectively communicates expectations, findings, and recommendations.
• Ensures adherence to CHM guidelines and regulatory standards, including HIPAA.
• Proficient in use of computers and word processing and spreadsheet software
• Works effectively across departments to support quality improvement.
• Excellent organizational abilities and time-management abilities
• Prioritizes tasks and meets deadlines in a fast-paced environment.
• Prepares other reports, projects and duties as may be assigned

REQUIRED 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.

About Christian Healthcare Ministries

Founded in 1981, Christian Healthcare Ministries (CHM) is a nonprofit, faith-based health cost sharing ministry dedicated to helping Christians support one another with their medical expenses.

For over 45 years, CHM has brought believers together through a shared commitment to faith, compassion, and service. Our mission is to glorify God, show Christian love, and experience God's presence as Christians share each other's medical bills.

At CHM, our employees are more than just a team. They are part of a ministry united by a common purpose: serving others, making a meaningful impact, and reflecting Christ's love in the work we do every day.