Remote Quality Coach, Member Intake

Openkrill; United States; Remote; USD 43,000 - 65,000; Full time

Job summary

Openkrill is seeking a Quality Specialist, Member Intake to join a remote, US-based team dedicated to delivering high-quality member experiences. You will conduct call audits, evaluate interactions against quality standards, and provide actionable feedback to improve agent performance across multiple states.

Working with Supervisors and the Training and Quality Manager, you will support onboarding, coaching, and ongoing learning, produce data-driven quality reports, and help identify service

Qualifications

• Two years of experience in a contact center or member services environment.
• Experience with QA scorecards, call monitoring, and performance evaluation methodologies.
• Working knowledge of contact center telephony systems and QA software.
• Strong written and verbal communication for coaching and leadership reporting.
• Ability to identify trends and translate data into coaching actions.
• Organizational skills to manage multiple cohorts and reporting deadlines.
• Collaborative and virtual-work experience.

Responsibilities

• Conduct regular call audits using QA scorecards.
• Participate in calibration to ensure fair scoring.
• Deliver direct coaching based on audit findings.
• Support onboarding and training with the Training and Quality Manager.
• Contribute to weekly and monthly quality reports.
• Identify service gaps and process improvements.
• Collaborate with Supervisors and training colleagues.

Skills

Quality assurance

Call auditing

Coaching

Analytical

Communication

Organization

Collaboration

Education

Bachelor's degree or equivalent

Tools

Workday

CRM systems

Quality assurance software

Job description

Openkrill is seeking a Quality Specialist, Member Intake to join a remote, US-based team dedicated to delivering high-quality member experiences. You will conduct call audits, evaluate interactions against quality standards, and provide actionable feedback to improve agent performance across multiple states.

Working with Supervisors and the Training and Quality Manager, you will support onboarding, coaching, and ongoing learning, produce data-driven quality reports, and help identify service