**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, Reciente 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.
- Strong understanding of HIPAA compliance and healthcare privacy regulations preferred.
- Excellent verbal and written communication skills in English.
- Ability to provide constructive feedback in a professional, positive, and motivating manner.
- Strong coaching and employee development skills.
- Exceptional attention to detail and analytical abilities.
- Experience creating scorecards, performance evaluations, and quality reports.
- Ability to work independently and manage multiple priorities.
- Proficiency with Workspace Google and quality monitoring tools.
**Preferred Qualifications**:
- Experience working in a healthcare, medical, or neurology-related environment.
- Experience conducting call audits and quality assessments.
- Knowledge of patient service standards and healthcare operations.
**What We Offer**:
- Opportunity to work with a growing neurology organization serving patients across the United States.
- Collaborative and supportive team environment.
- Opportunity to make a meaningful impact on patient satisfaction and employee development.
- Flexible remote work environment with potential hybrid opportunities.
We are looking for a quality-focused professional who is passionate about improving patient experiences, developing employees, and promoting excellence in healthcare communication.
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📌 Quality Assurance (QA) Specialist (Monterrey)
🏢 Cerebrocare
📍 Monterrey