The client is looking at hiring a Quality Manager – Healthcare Contact Center Operations for their team at Guadalajara, Mexico.
Role :

Lead quality operations supporting healthcare contact center and patient scheduling teams, driving scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs.

Responsibilities :

Quality Operations & Patient Access Expertise:
- Own quality performance for healthcare contact center and patient scheduling workflows, including inbound/outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities.
- Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and company standards.
- Monitor scheduling accuracy, documentation quality, call quality, patient experience, policy adherence, and compliance with HIPAA and client-specific workflows.




- Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes.
- Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards.
- Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure.
- Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements.
- Promote technology-enabled quality management, including speech/call analytics, automated quality monitoring, reporting tools, and mistake-proofing solutions where applicable.

Contact Center & Scheduling Quality Management:
- Evaluate adherence to scheduling protocols, appointment types, pr

📌 Quality Manager (Guadalajara)
🏢 iSoft Globl
📍 Guadalajara