Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies.
Conduct regular QA audits of customer service interactions, documents, and processes.
Identify constructive feedback and coaching opportunities for call center agents.
Analyze QA data and metrics to identify trends, root causes, and areas for improvement.
Champion a customer-centric approach in quality programs.
Maintain QA schedules and partner with stakeholders to ensure quality targets are met or exceeded.
Stay up-to-date on all relevant health insurance industry regulations and client compliance standards.

High school diploma or GED required.
2+ years of experience in call center quality assurance.
Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage.
Proficiency with call recording and quality management systems for evaluating interactions and tracking QA data.
Working knowledge of call center telephony systems, CRM software, and workforce management tools.
Experience with e-learning platforms or Learning Management Systems (LMS) is a plus.

QA Coordinator

Key skills