Quality Specialist, Member Intake

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Specialist, Member Intake based in the United States.

Join a collaborative, member-focused team dedicated to delivering consistent, high-quality service and support. As a Quality Specialist, Member Intake, you will play a key role in strengthening agent performance, improving call quality, and ensuring a positive member experience across multiple states. You will conduct call audits, evaluate interactions against established quality standards, and provide actionable feedback that helps agents build confidence and expertise.

Working closely with Supervisors and the Training and Quality Manager, you will contribute to onboarding, coaching, and continuous learning initiatives. Through data-driven insights and consistent quality monitoring, you will help identify service gaps, improve operational processes, and reinforce compliance standards. This fully remote opportunity is ideal for a detail-oriented professional who enjoys coaching others and turning performance data into meaningful improvements.

Conduct regular call audits for individual agents using established quality assurance scorecards. Provide objective, evidence-based evaluations and clear written feedback while ensuring consistent assessment of call handling, disposition accuracy, verification compliance, and overall member experience.

Participate in quality calibration sessions with Supervisors and leadership to maintain fair, consistent scoring practices. Monitor adherence to the Primary and Secondary disposition framework and identify recurring errors or opportunities for improvement.

Deliver direct coaching based on audit findings, helping agents understand performance gaps, recommended improvements, and the impact of their interactions on members. Support Supervisors with coaching resources, sample calls, and actionable insights for individual development, remediation, and advanced skill-building.

Partner with the Training and Quality Manager to support new-hire onboarding, reinforce learning objectives, and improve agent readiness. Contribute to training activities and ongoing development initiatives that strengthen employee confidence, consistency, and proficiency.

Contribute to weekly and monthly quality reports by identifying performance trends, recurring coaching needs, and recommended corrective actions. Use quality assurance and onboarding performance data to help evaluate progress and identify opportunities to reduce ramp-up time.

Identify recurring member concerns, workflow gaps, and opportunities to improve service delivery. Share findings with the Training and Quality Manager and relevant stakeholders, and refine auditing and coaching approaches based on results, agent feedback, and management guidance.

Maintain effective communication with Supervisors, training colleagues, and other teams to support consistent quality standards and a positive member experience across the organization.

Develop a thorough understanding of internal systems, disposition processes, quality assurance tools, and intake training materials. Establish a reliable audit cadence and build trust with agents through fair evaluations, constructive feedback, and active participation in virtual training and team communications.

At least two years of experience in a contact center or member services environment. Previous experience in quality assurance, call auditing, or a team-lead capacity is preferred.

Familiarity with quality scorecards, call monitoring, structured feedback, and performance evaluation methodologies.

Working knowledge of contact center telephony systems, workforce management platforms such as Workday or equivalent tools, CRM systems, and quality assurance software.

Excellent written and verbal communication skills, with the ability to deliver constructive feedback, facilitate virtual training sessions, coach agents one-on-one, and communicate findings effectively to leadership.

Ability to identify trends in call quality, recognize recurring performance…