Specialist, Call Quality Assurance (IT)

DaVita Kidney Care; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare company is seeking a Specialist in Call Quality Assurance to ensure high-quality customer service through auditing and coaching. This role involves collaborating with various teams to meet quality standards and KPIs, while providing training and recommendations for improvement. Join a community-focused organization that values belonging and offers comprehensive benefits.

Benefits

Medical benefits

Dental benefits

Vision benefits

401(k) match

Paid time off

Professional development programs

Qualifications

• 1-3 years working in a call center environment.
• Experience partnering with revenue operations.

Responsibilities

• Audit calls and chat sessions for quality assurance.
• Collaborate with stakeholders for policy and procedures.
• Provide coaching for performance enhancement.

Skills

Problem Solving

Data Analysis

Education

High school diploma

Associate’s degree

Tools

QA software

Job description

Posting Date

05/14/2025 2476 Swedesford RdSTE 150,Malvern,Pennsylvania,19355-1456,United States of America

Specialist, Call Quality Assurance (Revenue Operations)

General Purpose of the Job

Provide QA auditing of customer interactions by monitoring and scoring incoming and outgoing pre-recorded ACD calls to ensure quality customer service is delivered and minimize risk to the village. Work closely with team lead and supervisor, as well as revenue operations teams on delivering teammate coaching. Meet quality standards and KPIs. This position does not have direct reports and will report to the Supervisor, Call Quality Assurance.

Essential Duties and Responsibilities

Audit

• Quality Assurance audit telephone calls, chat sessions to ensure service standards are met to protect our patients PHI (protected health information)and the delivery of excellent customer service

Collaborate with stakeholders

• Attend necessary meetings with team lead and leadership stakeholders
• Collaborate with revenue operations leadership on policy and procedures
• Provide individual coaching for performance enhancement
• Partner with call center management to evaluate and meet quality goals

Training and teach backs

• Record and report on results of customer service ratings and training sessions
• Provide recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations

Education and Experience

• High school diploma, GED, Associate’s degree, related certifications, or relevant related experience

• 1-3 years working in a call center environment

• Experience partnering with revenue operations

• 1-3 years working with QA software

• Basic problem solving / data analysis skills

About Information Technology

The Information Technology Department designs, develops and maintains software programs required to keep DaVita on the leading edge of medical technology. DaVita's Information Technology Department has both clinic facing and non-clinic facing subgroups that provide our clinician teammates the tools to provide quality patient care. DaVita IT utilizes designers, developers, system architects, project managers, application architects, nurses, trainers and many more professionals to incorporate the technology needs of our clinicians, business and physician customers.

Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."

Why wait? Explore a career with DaVita today.

Go to http://careers.davita.com to learn more or apply.

To learn more about our Village and the world of dialysis, click here.

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace , backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Salary/ Wage Range

$19.00-$24.50 / hour If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position. New York Exempt: • New York City and Long Island: $64,350.00/year • Nassau, Suffolk, and Westchester counties: $64,350.00/year • Remainder of New York state: $60,405.80/year New York Non-exempt: • New York City and Long Island: $16.50/hour • Nassau, Suffolk, and Westchester counties: $16.50/hour • Remainder of New York state: $15.50/hour Washington Exempt: $77,968.80/year Washington Non-exempt: • Bellingham: $17.66/hour • Burien: $21.16/hour • Unincorporated King County: $20.29/hour • Renton: $20.90/hour • Seattle: $20.76/hour • Tukwila: $21.10/hour • Remainder of Washington state: $16.66/hour

For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.