Quality Assurance Associate, Enrollment
New
T
Thyme CareHealth Tech
Must be located within the lower 48 United States due to contractual limitations with accessing PHIsFull-TimeMiddle
Salary31.25 USD per hour
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceData AnalysisQuality AssuranceGoogle WorkspaceCoaching
Requirements
- 5+ years of experience in call center quality assurance, ideally within healthcare.
- Proven experience with quality auditing, audit validation, calibration, coaching, and feedback.
- Proficiency in spreadsheets, including the ability to use formulas, filters, and pivot tables.
- Strong analytical skills with the ability to identify trends, outliers, and risks in data.
- Operational orientation with a track record of creating and improving repeatable processes.
- Technical proficiency in learning and testing new technology platforms.
- Experience with or willingness to learn AI-powered QA platforms, Google Workspace, and Slack.
- Strong communication and listening skills with the ability to build trusted working relationships.
- Must be located within the lower 48 United States.
Responsibilities
- Conduct Enrollment Specialist call audits and validate QA Coordinator evaluations for accuracy and consistency.
- Lead regular calibration sessions with QA Coordinators and Enrollment Team Leads to ensure shared expectations.
- Analyze QA data using spreadsheets to identify trends, outliers, risks, and improvement opportunities.
- Recommend updates to QA rubrics, processes, frameworks, and tools to drive operational excellence.
- Partner cross-functionally with Analytics and Enrollment leadership to translate QA insights into coaching and training improvements.
- Train, test, and optimize the company's AI-powered QA platform to ensure reliable and actionable insights.
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