Quality Auditor - Provider and Member Services

The primary purpose of this role is to monitor, analyze, and enhance service quality standards within a Patient Contact Center supporting healthcare providers. The Executive / Senior Executive – Service Quality is responsible for auditing provider and patient-facing interactions, evaluating adherence to quality frameworks, analyzing trends, and driving continuous improvement initiatives. The role serves as a subject-matter resource for provider contact center processes and associated quality measures, ensuring alignment with organizational goals, client expectations, and healthcare compliance requirements.

Skills

• Skilled in using QA scores, error trends, handle time, and patient experience feedback to set training priorities
• Collaborative mindset, partnering with Operations and Training to align performance gaps and new initiatives to meet quality standards
• Ability to apply QA scorecards consistently across soft skills (empathy, tone) and hard ...