QA Specialist - Virtual Hub
Gifthealth ·
Pay
Not listed
Setting
Remote
We are seeking a QA Specialist - Virtual Hub to support the Quality Assurance Team within the Call Center. Position SummaryThe QA Specialist ensures day-to-day quality oversight of the virtual HUB, with a focus on internal auditing, call quality monitoring, QA data analysis, and case review. You'll partner with Operations, Compliance, and Case Management teams to maintain a robust QMS, drive compliance with quality assurance expectations, and enable safe, right-first-time case handling.Key ResponsibilitiesInternal Audit (~30%)Plan, execute, and report risk-based internal audits of case intake, storage, documentation, program SOP handling, record handling, and case closure.Track observations, grade findings, and drive CAPA effectiveness through to verified closure.Trend audit data, prepare dashboards/metrics, and present results in quality reviews and readiness checks.Collaborate with multiple teams to improve call center KPIs and general metricsCall Quality & QA Data (~30%)Assists in the development of monitoring standards.Monitor and score calls using automated speech analytics and manual review against the QA scorecard, covering compliance, service, and process adherence.Calibrate automated scoring against human review to confirm accuracy and consistency across agents and programs.Analyze QA data trends by agent, team, program, and call type to identify systemic risks and coaching opportunities.Build and maintain QA dashboards/reporting for leadership visibility into call quality performance.Works directly with leadership to drive process improvements within the teamQA in Case Handling (~25%)Provide real-time QA oversight (documentation verification, record checks, case review, and process adherence checks).Coach teams on quality behaviors; support training, change control, and document control.Participate in deviation/incident investigations; perform root cause analysis and implement systemic fixes.CAPA Management (~15%)Own the CAPA process: intake, evaluation, disposition, and documentation.Coordinate with Compliance and Program teams; ensure root cause resolution and effectiveness verification.Support/coordinate CAPA trending: analysis, tracking, notifications, execution, and effectiveness checks.
Listed by Gifthealth for a position based in the United States. Employers on this board attest they are hiring domestically.