Job Description
The primary purpose of this role is to monitor, analyze, and enhance service quality standards within a Patient Contact Center supporting healthcare providers. The Executive / Senior Executive – Service Quality is responsible for auditing provider and patient-facing interactions, evaluating adherence to quality frameworks, analyzing trends, and driving continuous improvement initiatives. The role serves as a subject-matter resource for provider contact center processes and associated quality measures, ensuring alignment with organizational goals, client expectations, and healthcare compliance requirements.
Skills
Skilled in using QA scores, error trends, handle time, and patient experience feedback to set training priorities
Collaborative mindset, partnering with Operations and Training to align performance gaps and new initiatives to meet quality standards
Ability to apply QA scorecards consistently across soft skills (empathy, tone) and hard skills (accuracy, compliance, ...
Skills
Skilled in using QA scores, error trends, handle time, and patient experience feedback to set training priorities
Collaborative mindset, partnering with Operations and Training to align performance gaps and new initiatives to meet quality standards
Ability to apply QA scorecards consistently across soft skills (empathy, tone) and hard skills (accuracy, compliance, ...