CSR QA Associate

CSR QA Associate (Operations Quality Assurance)Join a quality-focused operations team where your evaluations directly improve customer experiences and program outcomes. As a CSR QA Associate (Operations Quality Assurance), you'll audit agent work against established program standards (SOPs, WINs, business rules, and related documentation), apply objective decision-making to assess accuracy and adherence, and deliver actionable coaching that helps agents consistently perform at their best. This role blends quality evaluation, process insight, and peer-to-peer coaching in a fast-moving, service-driven environment supporting healthcare-related operations.Required Skills:Ability to evaluate work objectively using critical thinking and sound judgmentStrong attention to detail and accuracy mindsetCoaching and feedback skills (peer-to-peer), with the ability to communicate improvement opportunities clearlyAnalytical skills to review workflows, identify trends, and support performance improvementsModerate Excel proficiency (data validation, data entry, tables, simple formulas)Strong active listening and a consistent, empathy-forward approach in customer/patient interactionsAbility to work effectively in a matrix environment with strong collaboration skillsHealthcare experience required, specifically in areas such as claim processing, contact center, benefit verification, or similarNice to Have Skills:Call center and/or claim processing experienceExperience supporting or contributing to training efforts (new hire, refresher, nesting)Experience with technical writing (SOPs, user manuals, work instructions)Typing proficiency and comfort building materials/presentations in PowerPointFamiliarity with quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP executionPreferred Education and Experience:High school diploma or relevant experiencePrior quality control / quality assurance experienceOther Requirements:Hybrid schedule: onsite Tuesday–ThursdayTwo shifts available: 8:00 AM–4:30 PM or 8:30 AM–5:00 PMBring your quality mindset, healthcare operations experience, and coaching approach—and apply today to take the next step in a role where your feedback drives real improvements.