CSR QA Associate
Listed on 2026-08-15
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Quality Assurance - QA/QC
QA Specialist - Analyst/Manager, Quality Control - QC Analysts/Managers
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 judgment
- Strong attention to detail and accuracy mindset
- Coaching and feedback skills (peer-to-peer), with the ability to communicate improvement opportunities clearly
- Analytical skills to review workflows, identify trends, and support performance improvements
- Moderate Excel proficiency (data validation, data entry, tables, simple formulas)
- Strong active listening and a consistent, empathy-forward approach in customer/patient interactions
- Ability to work effectively in a matrix environment with strong collaboration skills
- Healthcare experience required, specifically in areas such as claim processing, contact center, benefit verification, or similar
Nice to Have
Skills:
- Call center and/or claim processing experience
- Experience 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 Power Point
- Familiarity with quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution
Preferred
Education and Experience:
- High school diploma or relevant experience
- Prior quality control / quality assurance experience
Other Requirements:
- Hybrid schedule: onsite Tuesday–Thursday
- Two shifts available: 8:00 AM–4:30 PM or 8:30 AM–5:00 PM
Bring 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.
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