Quality Specialist, Member Intake
J
JobgetherMember services
Must be based in the United States and able to work remotely.Full-TimeJunior
Salary43,000 - 65,000 USD per year
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Job Details
- Experience
- At least two years of experience in a contact center or member services environment.
- Required Skills
- Quality AssuranceCoaching
Requirements
- Have at least two years of experience in a contact center or member services environment.
- Bring familiarity with quality scorecards, call monitoring, structured feedback, and performance evaluation methodologies.
- Have working knowledge of contact center telephony systems, workforce management platforms such as Workday or equivalent tools, CRM systems, and quality assurance software.
- Be able to identify call-quality trends, interpret quality assurance data, and translate findings into practical coaching and training recommendations.
- Communicate findings effectively and deliver constructive feedback, including in one-on-one coaching and virtual training sessions.
- Manage agent cohorts, audit cycles, training updates, and reporting deadlines with accuracy and attention to detail.
- Evaluate calls consistently and objectively while applying established standards and maintaining high-quality documentation.
- Work effectively with Supervisors, training leaders, agents, and cross-functional colleagues in a virtual environment.
- Be based in the United States and able to work remotely.
- Quality assurance, call auditing, or team-lead experience is preferred.
- Experience in legal services, insurance, or member-benefits contact centers is an advantage.
- A bachelor's degree or equivalent professional experience is preferred; ATD, CPTD, COPC, or equivalent instructional design or quality assurance credentials are an advantage.
Responsibilities
- Conduct regular call audits using established quality assurance scorecards and provide objective, evidence-based written feedback.
- Evaluate call handling, disposition accuracy, verification compliance, and member experience.
- Participate in calibration sessions and monitor adherence to the Primary and Secondary disposition framework.
- Coach agents based on audit findings and provide Supervisors with coaching resources, sample calls, and development insights.
- Partner with the Training and Quality Manager to support new-hire onboarding, training activities, and ongoing development.
- Contribute to weekly and monthly quality reports by identifying performance trends, coaching needs, and corrective actions.
- Identify recurring member concerns, workflow gaps, and opportunities to improve service delivery.
- Collaborate with Supervisors, training colleagues, and other teams to support consistent quality standards.
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