Remote Quality Specialist, Member Intake & Coaching

jobgether; New York (NY); Remote; USD 43,000 - 65,000; Full time

Benefits offered by this job

Annual Salary: $43,000–$65,000

Fully remote in US

Healthcare coverage

401(k) with company match

Paid time off and holidays

Parental leave

Legal services and identity protection

Professional development opportunities

Meaningful impact in service quality

Job summary

Partner Company is seeking a Quality Specialist, Member Intake to strengthen agent performance and enhance the member experience across the United States. This fully remote role focuses on call audits, coaching, onboarding support, and data-driven quality improvements.

You will work with Supervisors and the Training and Quality Manager to ensure adherence to quality standards, drive calibration, and enable continuous learning across states. Strong coaching and analytical skills are required.

Qualifications

• At least two years of experience in a contact center or member services environment.
• Familiarity with quality scorecards, call monitoring, and performance evaluation methodologies.
• Excellent written and verbal communication skills with the ability to provide constructive feedback.
• Experience with Workday or equivalent workforce management tools.
• Ability to translate QA data into actionable coaching recommendations.

Responsibilities

• Conduct regular call audits for individual agents using established QA scorecards.
• Provide objective, evidence-based evaluations and clear feedback.
• Participate in calibration sessions with supervisors to maintain fair scoring.
• Deliver direct coaching based on audit findings to close performance gaps.
• Support onboarding and training activities for new hires.
• Contribute to weekly and monthly quality reports identifying trends and actions.
• Identify recurring service gaps and opportunities to improve processes.
• Collaborate with Supervisors and Training teams to maintain quality standards.

Skills

Quality Assurance

Call Auditing

Coaching

Onboarding

Performance Feedback

Data Analysis

Education

Bachelor’s degree or equivalent

Tools

Workday

CRM systems

QA software

Job description

Partner Company is seeking a Quality Specialist, Member Intake to strengthen agent performance and enhance the member experience across the United States. This fully remote role focuses on call audits, coaching, onboarding support, and data-driven quality improvements.

You will work with Supervisors and the Training and Quality Manager to ensure adherence to quality standards, drive calibration, and enable continuous learning across states. Strong coaching and analytical skills are required.