Intugo, in partnership with a foreign company specializing in healthcare contact center and patient scheduling services, is looking for a Quality Assurance professional to join its team.

Key Responsibilities
- 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 AGS 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.

What We're Looking For

Must-Haves
- Experience in Quality Assurance, preferably supporting contact center operations.
- Strong understanding of quality monitoring, audits, scorecards, and performance standards.
- Ability to analyze quality trends, identify root causes, and support corrective action plans.
- Experience working with cross-functional teams such as Operations, Training, and Quality.
- Strong attention to detail and ability to evaluate documentation and process adherence.
- Ability to work on-site.
- Schedule: Monday

📌 Quality Assurance Specialist – Healthcare Contact Center (Centro)
🏢 Intugo México
📍 Centro