Perform quality assurance monitoring for all departments within the call center, including Operations, Enrollments, Customer Success, and Settlements Teams.
Evaluate customer interactions across phone, social media, email, and chat, and develop metrics for excellence to measure performance.
Create and track accurate, timely quality-monitoring reports, and communicate detailed feedback to all teams.
Quality AssuranceCommunicationAnalytical SkillsAttention To DetailCustomer Service
Lead quality initiatives, audits, and compliance programs to align with client and regulatory standards.
Analyze performance data and collaborate with cross-functional teams to implement process improvements.
Develop executive reports and tools to drive quality excellence and support operational accuracy.
The partner company operates in the US security and IT sector, focusing on quality and operational excellence. It maintains a dynamic, collaborative culture that values continuous improvement and client satisfaction.
Perform quality assurance reviews of patient identity management work and provide feedback to improve performance.
Monitor remote team quality results and provide summary reporting to leadership teams.
Collaborate on project procedure testing and review client-specific processes with remote teams.
The company specializes in healthcare data quality and patient identity management services. It fosters a culture of innovation, collaboration, and continuous improvement, with a focus on AI-enabled solutions.
Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards.
Deliver behavior-based quality insights: Provide actionable feedback on customer interactions to support coaching and improvement.
Leverage AI-assisted tools to uncover patterns and translate insights into operational improvements.
Mercury is a fintech company that provides banking services through partner banks. They are an equal opportunity employer and value diversity and belonging.
Serve as an agency expert on our quality assurance program
Monitor quality reporting to identify trends and problems
Collaborate with the Director of Quality & Compliance on strategies to improve focus areas
Trellis is rewriting the insurance experience by building a tech-powered insurance agency. We are a profitable, fast-growing Series A startup backed by top venture firms, with a remote-first culture that values speed, experimentation, and intentional building.
Monitor and evaluate telephone and electronic interactions for adverse events, product quality complaints, and medical information requests to ensure compliance with regulatory and client standards.
Identify quality and performance trends and partner with leadership to provide coaching, feedback, and training for continuous improvement.
Compile and report QA metrics, support internal and client audits, and maintain confidentiality of sensitive information.
Inizio Engage is a healthcare services company specializing in medical information, pharmacovigilance, and patient support programs. The company is part of a global organization and is committed to providing equal employment opportunities and fostering a diverse and inclusive workplace.
Define and evolve the centralized quality assurance strategy across customer support channels including email, chat, messaging, and voice.
Analyze QA results, customer interactions, and performance data to identify coaching opportunities and process improvements.
Partner with cross-functional teams to drive operational improvements, enhance customer experience, and shape AI-powered support workflows.
1Password is a cybersecurity company that provides password management and unified access management solutions, trusted by over 180,000 businesses including Fortune 100 leaders. With a culture of collaboration, transparency, and continuous improvement, the company has been recognized on the Forbes Cloud 100 for four years in a row.
Independently reviews sales transactions and customer files to ensure compliance with quality, regulatory, and risk standards.
Provides evidence-based feedback and coaching to frontline teams to improve performance and understanding of quality expectations.
Collaborates with operational leaders, risk partners, and compliance teams to strengthen quality awareness and risk management practices.
Our partner is a company looking to strengthen operational excellence by reviewing sales transactions and customer files for compliance with quality, regulatory, and risk standards. The organization fosters a culture of accountability, transparency, and continuous improvement, offering a supportive environment focused on professional growth and collaboration.
Perform daily audits of RCM accounts to ensure accuracy and compliance with policies.
Review documentation, billing records, and account activity to identify errors and process gaps.
Communicate quality issues and provide constructive feedback to staff and department leaders.
Our partner focuses on revenue cycle management services for healthcare organizations. They foster a remote culture centered on accuracy, accountability, and continuous improvement, with a team dedicated to quality and compliance.
Lead technology-enabled quality assurance for contact center and claims operations, including transcript quality and conversation insights.
Drive governance, standards, and continuous improvement for hybrid human-AI quality monitoring workflows.
Translate quality data into actionable insights for Operations, Claims, Training, and Marketing teams.
Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of Crum & Forster's Specialty Business Unit, the company offers travel protection plans to consumers and agency partners, committed to dependable coverage and end-to-end satisfaction.
Lead quality monitoring initiatives across multi-channel crisis and support services.
Develop and implement performance measurement frameworks and operational audits.
Drive continuous improvement through data analysis and AI-enabled quality solutions.
The company provides behavioral health and crisis support services at scale through national service networks. It is a mission-driven organization with a collaborative culture focused on professional growth and innovation.
Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
Benepass is a fintech platform that helps companies reimagine how they take care of their people by offering customizable benefits. Backed by top investors and having raised $75M, they are a high-growth company with a remote-first culture and a commitment to inclusion.
Respond to customer inquiries and complaints regarding missing samples, test results, and other issues via phone and electronic channels.
Obtain and evaluate relevant information to handle inquiries, perform customer verifications, and escalate unresolved issues.
Support sales team with account setups, orders, and tracking, while maintaining familiarity with all genetic tests.
Natera is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. The team consists of highly dedicated professionals from world-class institutions, fostering a culture of hard work and growth.
Oversee customer service teams to ensure high-quality support and operational efficiency.
Manage daily operations, including scheduling, performance monitoring, and escalation handling.
Drive continuous improvement and report on key performance metrics.
The company provides global customer success and support services. It fosters a collaborative, professional culture focused on employee development and teamwork.
Maintain awareness of product updates and processes to provide exceptional customer service.
Interact with prospects and customers via calls, email, and chat to create and maintain relationships.
Document issues and escalate concerns using a ticket system while assisting with Tier 1 troubleshooting.
Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication for people with aphasia and other speech impairments. They are a leader in AAC technology and a fast-paced, goal-oriented employer focused on improving communication outcomes.
Provide high-volume inbound support via chat, email, and phone in an AI-augmented workflow.
Troubleshoot technical issues and educate customers on CE Broker platform features.
Collaborate with internal teams to improve processes and product experience.
Propelus simplifies workforce compliance management across healthcare. They have been a trusted leader for over 20 years and are recognized as a Best Place to Work.
Handle inbound calls from HP SMB customers to resolve inquiries about orders, payments, shipping, and returns.
Perform outbound follow-ups and collaborate with HP partners to resolve order exceptions and fulfill orders.
Document interactions in case management tools and identify process improvement opportunities.
HP is a leading global technology company that provides hardware, software, and services to customers worldwide. With a large workforce, HP values customer service and innovation, fostering a collaborative and professional culture.
Respond to customer inquiries via phone, email, chat, or other channels in a timely and courteous manner.
Resolve customer issues efficiently while maintaining high satisfaction and documenting interactions accurately.
Meet or exceed performance metrics including call handling time, resolution rate, and customer satisfaction scores.
Sagility combines industry-leading technology and healthcare domain expertise to optimize the member/patient experience through clinical, case management, and analytics services. With over 25,000 employees across 5 countries, the company fosters a culture of customer-centric support and professional growth.
Handle inbound and outbound calls to up-sell products and services while ensuring first-call resolution.
Accurately document customer claims and research systems to find missing information.
Lead fact-finding discussions and actively listen to customers while following scripts and policies.
Voice Dream is a company that provides remote call center services, focusing on customer support and sales. The company fosters a dynamic team culture with dedicated colleagues and emphasizes career development and a professional work environment.