Quality Assurance (QA) Specialist

Quality Assurance (QA) Specialist

Position Overview

We are seeking a detail-oriented and motivated Quality Assurance (QA) Specialist to join our growing neurology practice. The QA Specialist will play a key role in ensuring exceptional patient experiences by monitoring employee interactions with patients, evaluating compliance with HIPAA regulations, and promoting high standards of customer service.

This position is ideal for someone who is passionate about coaching, employee development, and continuous improvement. The successful candidate will provide constructive feedback, support performance enhancement initiatives, and help foster a positive work environment where team members feel encouraged to grow and succeed.

Employment Type

Independent Contractor

Work Schedule

Monday through Friday

Work Location

This position will begin as fully remote . Starting in August, it may transition to a hybrid work model , requiring some in-office attendance.

Office Location: Torres Moradas, Monterrey, Nuevo León, Mexico

Key Responsibilities

• Monitor and evaluate recorded and live patient calls to ensure quality standards are met.
• Assess employee interactions for:
• HIPAA compliance and patient privacy protection.
• Professionalism and communication skills.
• Accuracy of information provided to patients.
• Effective resolution of patient questions and concerns.
• Overall patient experience and customer service quality.
• Develop, maintain, and update call quality scorecards and evaluation criteria.
• Complete quality audits and provide detailed performance reports.
• Deliver individualized feedback and coaching sessions to employees.
• Identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with leadership to develop training and performance improvement plans.
• Recognize and reinforce positive behaviors and best practices.
• Help create a supportive and motivating work environment focused on continuous learning and improvement.
• Maintain accurate records of evaluations, coaching sessions, and quality metrics.
• Ensure all quality assurance activities align with company policies and healthcare industry standards.

Qualifications

• Previous experience in Quality Assurance, Call Center Quality Monitoring, Customer Service Quality, or a related field.
• Strong understanding of HIPAA compliance and healthcare privacy regulations preferred.
• Excellent verbal and written communication skills in English.
• Ability to provide constructive feedback in a professional, positive, and motivating manner.
• Strong coaching and employee development skills.
• Exceptional attention to detail and analytical abilities.
• Experience creating scorecards, performance evaluations, and quality reports.
• Ability to work independently and manage multiple priorities.
• Proficiency with Workspace Google and quality monitoring tools.

Preferred Qualifications

• Experience working in a healthcare, medical, or neurology-related environment.
• Experience conducting call audits and quality assessments.
• Knowledge of patient service standards and healthcare operations.

What We Offer

• Opportunity to work with a growing neurology organization serving patients across the United States.
• Collaborative and supportive team environment.
• Opportunity to make a meaningful impact on patient satisfaction and employee development.
• Flexible remote work environment with potential hybrid opportunities.

We are looking for a quality-focused professional who is passionate about improving patient experiences, developing employees, and promoting excellence in healthcare communication.