Athena Customer Care Quality & Development Specialist

Customer Care Quality Development Specialist Summary

Carex is partnering with a healthtechindustry partner to hire a Customer Care Quality Development Specialist for a remote opportunity. This role supports service excellence, compliance, and performance development across a national customer care organization by combining quality monitoring, performance analysis, coaching, training, and continuous improvement.

The Specialist will serve as a key connection between quality insights and operational execution, using interaction data and observed behaviors to identify performance opportunities and deliver targeted coaching and training. A significant focus of the role will be supporting the implementation of a new Electronic Health Record (EHR) system, including implementation readiness, onboarding, workflow education, training delivery, and ongoing reinforcement.

• Contract Duration: Through the end of 2027
• Location: Remote
• Compensation: $32-36/hr

• Conduct ongoing quality monitoring of calls, emails, and chat interactions to evaluate service excellence, compliance, and customer experience standards.
• Perform recorded and real-time interaction assessments using contact center and quality management platforms.
• Analyze quality and performance metrics to identify trends, root causes, knowledge gaps, and opportunities for improvement.
• Maintain quality scorecards, calibration records, performance tracking documentation, and recurring reporting for leadership.
• Provide timely, respectful, and results-driven coaching based on quality assessments and observed behaviors.
• Partner with managers and operational leaders to address performance challenges and support professional development.
• Lead calibration sessions to promote consistency in quality scoring and coaching practices.
• Deliver and support onboarding programs for customer care team members, reinforcing quality, compliance, and performance expectations.
• Serve as the primary Quality & Development resource supporting EHR implementation and training activities.
• Support system implementation readiness, new-hire onboarding, initial system training, refresher training, workflow updates, and ongoing learning reinforcement.
• Develop, facilitate, and maintain training materials, job aids, workflow guides, scripts, and reference resources.
• Provide learner support before, during, and after training, including nesting support and targeted refresher training.
• Evaluate onboarding effectiveness and learner readiness using quality metrics, coaching insights, and early performance indicators.
• Support operational rollouts, system enhancements, and workflow changes through quality monitoring, coaching, and training.
• Partner with leadership, operations, workforce management, project management, and organizational development teams to translate quality insights into actionable improvements.
• Transform frontline feedback and performance data into recommendations that improve processes, consistency, and customer outcomes.
• Clearly communicate changes, expectations, and operational standards to stakeholders across the organization.
• Identify and address scheduling, documentation, workflow, and knowledge gaps that may affect customer experience or operational performance.
• Maintain accurate documentation and reporting while supporting continuous improvement initiatives.
• Work independently in a remote environment while maintaining strong cross-functional partnerships.

• Bachelor's degree and/or 2 years of experience in education, workforce education, adult learning theory, psychology, human resources, or a related field; or an associate degree and 4 years of relevant experience. Additional relevant experience may be considered in lieu of a degree.
• 2+ years of experience in quality assurance, performance coaching, training facilitation, or contact center operations; healthcare experience preferred.
• 2+ years of Athena experience
• Experience conducting call monitoring, quality scoring, and performance analysis.
• Strong coaching skills with the ability to provide constructive, respectful, and actionable feedback.
• Demonstrated ability to interpret performance data, identify trends, and recommend targeted improvement actions.
• Experience with Electronic Health Record (EHR) systems and contact center technologies.
• Experience supporting EHR implementations, system training, onboarding, or workflow education preferred.
• Ability to quickly develop expertise in new systems and translate system processes into clear, practical…