Role Overview
This position is responsible for assessing the quality of work performed by Operations agents across various service functions, ensuring alignment with established protocols and client requirements. The QA Associate applies critical thinking and objective analysis to evaluate performance and support continuous improvement.
Key Responsibilities
- Conduct thorough evaluations of operational outputs, including benefit verification, patient assistance cases, software support interactions, inbound calls, and data entry tasks
- Document findings and maintain records of quality assurance audits across all service lines
- Deliver targeted feedback to agents to support skill development and performance growth
- Collaborate with training teams on onboarding, refresher, and skill-building programs for new and existing staff
- Participate in calibration sessions with internal teams, vendors, or clients to align on quality expectations
- Identify critical quality concerns and escalate issues to management promptly
- Support quality initiatives through data analysis, meeting participation, and cross-functional collaboration
- Provide performance insights to operational leadership to inform coaching and development strategies
- Remain flexible to work outside standard hours when necessary to meet business demands
Required Qualifications
- High school diploma or equivalent practical experience
- 1–3 years in a Case Management, Benefit Verification, or Contact Center role, preferably in a healthcare or patient services setting
- 1–3 years of quality control or assurance experience
- Proven ability in call monitoring and communication review between customers and support teams
- Healthcare experience in claim processing, benefit verification, or related fields
- Proficiency in Excel, including data entry, tables, and basic formulas
- Experience creating or following technical documentation such as SOPs and work instructions
- Strong attention to detail, problem-solving skills, and active listening abilities
- Ability to thrive in a collaborative, matrixed work environment
- Demonstrated empathy and commitment to exceptional customer service in patient-facing contexts
Preferred Qualifications
- Prior experience in call center operations or claims processing
Technical Environment
Work is conducted using standard tools including Excel, PowerPoint, and internal documentation systems such as SOPs, work instructions, and user manuals.
Work Environment
This is an onsite role with the flexibility to accommodate occasional evening or weekend hours based on operational needs. The workplace culture emphasizes collaboration, inclusivity, and a shared mission to improve access to medication through innovation and teamwork across diverse disciplines.
