Quality Assurance (QA) Specialist:
Position Overview:
We are seeking a detail-oriented and motivated Quality Assurance (QA) Specialist to join our growing neurology practice. The QA Specialist will play a key role in ensuring exceptional patient experiences by monitoring employee interactions with patients, evaluating compliance with HIPAA regulations, and promoting high standards of customer service.

Employment Type:
Independent Contractor

Work Schedule:
Monday through Friday

Work Location:
This position will begin as fully remote. Starting in August, it may transition to a hybrid work model, requiring some in-office attendance.

Office Location:
Torres Moradas, Monterrey, Actual León, Mexico

Key Responsibilities:
- Monitor and evaluate recorded and live patient calls to ensure quality standards are met.
- Assess employee interactions for:
- HIPAA compliance and patient privacy protection.
- Professionalism and communication skills.
- Accuracy of information provided to patients.
- Effective resolution of patient questions and concerns.




- Overall patient experience and customer service quality.
- Develop, maintain, and update call quality scorecards and evaluation criteria.
- Complete quality audits and provide detailed performance reports.
- Deliver individualized feedback and coaching sessions to employees.
- Identify trends, recurring issues, and opportunities for process improvement.
- Collaborate with leadership to develop training and performance improvement plans.
- Recognize and reinforce positive behaviors and best practices.
- Help create a supportive and motivating work environment focused on continuous learning and improvement.
- Maintain accurate records of evaluations, coaching sessions, and quality metrics.
- Ensure all quality assurance activities align with company policies and healthcare industry standards.

Qualifications:
- Previous experience in Quality Assurance, Call Center Quality Monitoring, Customer Service Quality, or a related field.

📌 Quality Assurance (Monterrey)
🏢 Cerebrocare
📍 Monterrey