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Call Center Quality Assurance Specialist


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The Quality Assurance Specialist ensures that our client are within compliance of HIPAA policies as well as State and Federal regulations. Under the direct supervision one will monitor both inbound and outbound calls within the division for quality assurance purposes. Furthermore you will be responsible for monitoring documents received and processed by the Document Management team for adherence to company standards. 

Additional Responsibilities Include:

  • Maintain quality standards, reviews all outgoing applications, documents inspection results, and continually updates job knowledge to provide solutions.
  • Conducts reviews through recorded calls and/or completed work by document management team.
  • Immediately report any errors or omissions to ensure that an internal fact-finding effort is conducted and that an appropriate response/follow up to the incident occurs to correct the discrepancies.
  • Identify trends and patterns, best practices, and make recommendations for improvements in service delivery.
  • Assure the timely, objective and comprehensive investigation of error incidents, including the conduct of internal fact-findings, and response/follow up to those incidents
  • Assists in determining, documenting and creating reports that present a holistic view of the performance of the scheduling team, their quality metrics and overall trends.


Job Requirements


  •  High School Diploma or GED.  Associate’s Degree preferred. Proficient computer skills with Microsoft Office.
  • Two years’ experience with a call monitoring system. Previous or current working experience in quality assurance preferred.
  • Strong analytical skills.
  • Excellent oral and written communication
  • Demonstrated ability to analyze difficult situations, problems and data and develop feasible, effective solutions and implement and monitor responsibilities. 
  • Demonstrates behaviors, actions, and attitude that reflect Change Healthcare’s vision, mission and values.
  • Promotes a culture of excellence, working cooperatively with all staff to enhance services and improve operations.
  • Provide creative solutions and development programs as new requirements become necessary.


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