Quality Specialist, Member Intake

📋 Description

• Conduct regular call audits for individual agents using established quality assurance scorecards.
• Participate in quality calibration sessions with Supervisors and leadership to maintain fair
• Deliver direct coaching based on audit findings, helping agents understand performance gaps
• Partner with the Training and Quality Manager to support new-hire onboarding, reinforce learning
• Contribute to weekly and monthly quality reports by identifying performance trends, recurring
• Identify recurring member concerns, workflow gaps, and opportunities to improve service delivery.

🎯 Requirements

• At least two years of experience in a contact center or member services environment. Previous
• Familiarity with quality scorecards, call monitoring, structured feedback, and performance
• Working knowledge of contact center telephony systems, workforce management platforms such as
• Excellent written and verbal communication skills, with the ability to deliver constructive
• Ability to identify trends in call quality, recognize recurring performance issues, interpret
• Strong organizational skills and accuracy when managing multiple agent cohorts, audit cycles

🎁 Benefits

• Annual Salary: $43,000–$65,000, depending on qualifications, experience, and other relevant factors.
• Remote Work: Fully remote position with the flexibility to work from anywhere in the United States.
• Healthcare Coverage: Medical, dental, and vision insurance for eligible employees.
• Disability and Life Insurance: Company-paid short-term disability coverage and basic life and
• Retirement Planning: 401(k) retirement savings plan with a company match.
• Paid Time Off: Paid time off, paid holidays, and paid sick leave.