Quality Assurance Coordinator (Remote Call Center)
Title: Quality Assurance Coordinator (Remote Call Center)
Location: Lewisville, TX (Remote – U.S. residents eligible)
Schedule: Full-time (40 hrs/week). Training Mon–Fri 8:00 AM–5:00 PM CST (mandatory). Post-training: flexibility to work shifts Mon–Fri between 7:00 AM–8:00 PM CST
Pay: $20.00/hr
If you’re experienced in call quality auditing and love using data to drive better customer experiences, this Quality Assurance Coordinator role is a strong fit. As a Quality Assurance Coordinator, you’ll evaluate call and case interactions, score performance against defined criteria, identify trends, and partner with leadership on continuous improvement. This is a remote, full-time position supporting patient services in a high-compliance environment (HIPAA).
Summary
We’re hiring a Quality Assurance Coordinator to monitor and improve customer contact quality across voice and non-voice work. You’ll deliver fair, consistent evaluations, build trend reporting, and support calibration sessions that strengthen performance and elevate the patient experience.
Responsibilities
- Evaluate calls and cases using standardized QA scorecards; provide constructive feedback and recognition
- Accurately score transactions based on quality standards, policies, and compliance requirements
- Monitor voice and non-voice performance; ensure adherence to QA expectations and regulatory guidelines
- Track, document, and report customer experience trends (wins and improvement opportunities)
- Build weekly and monthly trend analysis reports for leadership (quality metrics, patterns, root causes)
- Participate in and host internal/external calibration sessions to align scoring and expectations
- Conduct investigations and root cause analysis; recommend corrective actions and process improvements
- Lead or support QA projects to enhance quality systems and expand services
- Collaborate cross-functionally; interpret requirements and influence stakeholders on best practices
- Identify training needs and escalate potential performance concerns to leadership when appropriate
Qualifications
- 3+ years of call quality audit / QA monitoring experience (strongly preferred)
- Experience in a patient support program, hub services, pharmacy/payer environment (preferred)
- Adverse Event reporting and reconciliation experience (strongly preferred)
- Strong data collection, trend reporting, and quality metrics skills (Excel-heavy environments a plus)
- Proficiency in Microsoft Excel, Outlook, PowerPoint, Word
- Excellent written/verbal communication; high attention to detail and consistent documentation
- Remote requirements: dedicated private workspace; hardwired high-speed internet (no satellite/Wi‐Fi/cellular); minimum 15 Mbps download / 5 Mbps upload; ping ≤ 30 ms