Key Responsibilities

- Monitor and drive quality performance across healthcare contact center and patient scheduling operations, ensuring adherence to client requirements, policies, and HIPAA guidelines.
- Conduct quality evaluations, audits, calibrations, and root cause analysis to identify performance gaps and improvement opportunities.
- Ensure scheduling accuracy, documentation quality, patient experience standards, compliance, and call quality metrics are consistently met.
- Develop and implement corrective action plans in partnership with Operations, Training, and other stakeholders to improve performance and reduce quality defects.
- Lead, coach, and develop Quality Analysts and quality support teams through regular feedback, performance reviews, and targeted training initiatives.
- Partner with client stakeholders and internal teams to provide quality insights, performance reporting, and continuous improvement recommendations.




- Support new program launches, process changes, and workflow enhancements by ensuring quality controls and audit standards are properly established.
- Leverage quality tools, reporting, and analytics to improve operational effectiveness, patient experience, and service delivery outcomes.

Qualifications

- Bachelor's Degree required.
- 3+ years of experience in Quality Assurance, Contact Center Operations, or BPO environments.
- Experience supporting U.S. healthcare, patient access, scheduling, or provider contact center operations preferred.
- Strong analytical, coaching, stakeholder management, and communication skills.
- Advanced English proficiency (written and verbal).

On site position / Monday thru Friday/ 7:00 am - 4:30 pm

📌 Quality auditor (Guadalajara)
🏢 Empresa Confidencial
📍 Guadalajara