Customer Service Quality Audit Representative
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
About the position
The Customer Service Quality Audit Representative plays a crucial role in ensuring the quality of customer service provided by the organization. This position involves auditing recorded calls from Customer Service Representatives and providing constructive feedback aimed at reducing errors and enhancing overall performance. The representative will be responsible for conducting thorough audits, analyzing call data, and participating in calibration sessions to ensure consistent scoring across teams. This role not only requires a keen eye for detail but also strong interpersonal skills to effectively coach and guide team members in their call evaluations. The representative will interact with leadership to support staff development and may assist in training initiatives as needed. This position offers a unique opportunity to contribute to the improvement of customer service processes while also providing room for career advancement within the organization. In this hybrid role, employees will have the flexibility to work both from home and in the office, with a requirement to work some days onsite at the Golden, CO office. The position is full-time, with a standard schedule of Monday to Friday, and may require occasional overtime based on business needs. New hires will undergo 12 weeks of paid training, which will be conducted onsite, ensuring they are well-prepared to meet the demands of the role. The company emphasizes a culture of diversity and inclusion, providing comprehensive benefits and career development opportunities to its employees. By joining the team, you will be part of a mission-driven organization that aims to improve health outcomes and advance health equity on a global scale.
Responsibilities
• Lead quality assurance by conducting audits of calls of Customer Service Representatives
,
• Provide coaching/feedback to advocate in call evaluations
,
• Analyze information and utilize to build recommendations to reduce errors and improve process performance
,
• Participate in calibration sessions ensuring calls are scored consistently throughout the teams
,
• Interact with the leadership group to aid in overall staff development
,
• Assist in queue when required
,
• Assist Learning and Delivery with training initiatives
Requirements
• High School Diploma / GED
,
• Must be 18 years of age or older
,
• 1+ years call center experience or medical office experience
,
• 2+ years customer service experience
,
• Intermediate experience with Microsoft Excel
,
• Basic experience with Microsoft Word
,
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm.
Nice-to-haves
• Knowledge of HIPAA
,
• Knowledge of commercial (HMO/PPO) and Medicare products
,
• Auditing experience or certification
,
• 1+ year experience working within quality assurance
Benefits
• Comprehensive benefits package
,
• Incentive and recognition programs
,
• Equity stock purchase
,
• 401k contribution Apply tot his job
The Customer Service Quality Audit Representative plays a crucial role in ensuring the quality of customer service provided by the organization. This position involves auditing recorded calls from Customer Service Representatives and providing constructive feedback aimed at reducing errors and enhancing overall performance. The representative will be responsible for conducting thorough audits, analyzing call data, and participating in calibration sessions to ensure consistent scoring across teams. This role not only requires a keen eye for detail but also strong interpersonal skills to effectively coach and guide team members in their call evaluations. The representative will interact with leadership to support staff development and may assist in training initiatives as needed. This position offers a unique opportunity to contribute to the improvement of customer service processes while also providing room for career advancement within the organization. In this hybrid role, employees will have the flexibility to work both from home and in the office, with a requirement to work some days onsite at the Golden, CO office. The position is full-time, with a standard schedule of Monday to Friday, and may require occasional overtime based on business needs. New hires will undergo 12 weeks of paid training, which will be conducted onsite, ensuring they are well-prepared to meet the demands of the role. The company emphasizes a culture of diversity and inclusion, providing comprehensive benefits and career development opportunities to its employees. By joining the team, you will be part of a mission-driven organization that aims to improve health outcomes and advance health equity on a global scale.
Responsibilities
• Lead quality assurance by conducting audits of calls of Customer Service Representatives
,
• Provide coaching/feedback to advocate in call evaluations
,
• Analyze information and utilize to build recommendations to reduce errors and improve process performance
,
• Participate in calibration sessions ensuring calls are scored consistently throughout the teams
,
• Interact with the leadership group to aid in overall staff development
,
• Assist in queue when required
,
• Assist Learning and Delivery with training initiatives
Requirements
• High School Diploma / GED
,
• Must be 18 years of age or older
,
• 1+ years call center experience or medical office experience
,
• 2+ years customer service experience
,
• Intermediate experience with Microsoft Excel
,
• Basic experience with Microsoft Word
,
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm.
Nice-to-haves
• Knowledge of HIPAA
,
• Knowledge of commercial (HMO/PPO) and Medicare products
,
• Auditing experience or certification
,
• 1+ year experience working within quality assurance
Benefits
• Comprehensive benefits package
,
• Incentive and recognition programs
,
• Equity stock purchase
,
• 401k contribution Apply tot his job