Quality Assurance Associate, Enrollment
New
J
JobgetherHealthcare Operations
Remote work within the lower 48 United States.Full-TimeMiddle
Salary31.25 USD per hour
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisQuality AssuranceGoogle WorkspaceSlackProcess improvement
Requirements
- 5+ years of experience in call center quality assurance, ideally within a healthcare environment.
- Proven experience with quality auditing, audit validation, calibration, coaching, feedback, and improving QA tools or processes.
- Strong understanding of auditor accuracy and consistent scoring practices across QA teams.
- Demonstrated ability to build repeatable, reliable, and efficient operational processes and train others to follow them.
- Advanced spreadsheet skills, including formulas, filters, pivot tables, data organization, trend analysis, and identification of outliers.
- Strong analytical skills with the ability to translate data findings into practical recommendations and improvements.
- Comfortable learning, testing, and working with new technology platforms, including AI-powered QA tools.
- Strong listening, communication, facilitation, and relationship-building skills.
- Ability to provide clear feedback, lead productive calibration discussions, and influence cross-functional stakeholders.
- Empathetic, member-focused approach with an understanding of the impact that service interactions can have on people navigating complex healthcare experiences.
- Proactive, action-oriented mindset with strong prioritization and problem-solving abilities.
- Familiarity with or willingness to learn AI-powered QA platforms, video conferencing tools, Google Workspace, Slack, electronic health records, and other business applications.
Responsibilities
- Conduct targeted Enrollment call audits and develop deep expertise in quality standards, member journeys, workflows, and QA rubrics.
- Review QA Coordinator evaluations to verify scoring accuracy, consistency, and alignment with established standards.
- Lead regular calibration sessions with QA Coordinators and Enrollment Team Leads, using examples and data to strengthen shared expectations.
- Analyze QA data using spreadsheets to identify trends, outliers, discrepancies, risks, and opportunities for improvement.
- Recommend and support updates to QA rubrics, processes, frameworks, tools, and workflows to improve clarity, consistency, and effectiveness.
- Partner with Enrollment leadership, Quality, Training, and Analytics teams to translate QA insights into meaningful coaching, training, and operational improvements.
- Serve as a subject matter expert on Enrollment quality and contribute to strategic quality initiatives.
- Support the onboarding and development of QA Coordinators and other QA team members.
- Train, test, and optimize an AI-powered QA platform to help ensure accurate, actionable, and reliable interaction evaluations.
- Contribute to a culture of excellence, empathy, accountability, and continuous improvement.
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