Remote Customer Service Quality Auditor

Western Growers Health; Irvine, Northern (CA, KY); Hybrid; USD 54,000 - 70,000; Full time

Job summary

Western Growers Health is seeking a Customer Service Auditor to perform in-depth audits of calls and staff, ensuring adherence to quality standards. The role reports to the Senior Supervisor of Customer Service and will compile monthly performance reports detailing team quality results.

You will document SOPs, help reduce errors, support training, and collaborate with claims and operations to improve call center effectiveness.

Qualifications

• BA/BS in business, health care, or related field.
• 3–5 years’ experience in the health benefits industry.
• Experience measuring, evaluating, and grading calls in a call center.
• Ability to prepare clear audit reports and narratives.

Responsibilities

• Audit live and recorded calls to measure accuracy and timeliness.
• Develop SOPs and identify at least one process improvement each year.
• Support training by reporting quality error trends to supervisors.
• Collaborate with claims and operations for optimal call center performance.

Skills

Auditing

Quality assurance

Communication

Multitasking

Research and analysis

Education

BA/BS degree in business or health care

Tools

Microsoft Office

Proprietary Health Care system

Job description

Western Growers Health is seeking a Customer Service Auditor to perform in-depth audits of calls and staff, ensuring adherence to quality standards. The role reports to the Senior Supervisor of Customer Service and will compile monthly performance reports detailing team quality results.

You will document SOPs, help reduce errors, support training, and collaborate with claims and operations to improve call center effectiveness.