Call Quality Auditor (CQA)

International SOS Government Medical Services•Tacoma, WA

3d•Remote

About The Position

Help maintain a high standard of service within a healthcare appointment center by evaluating customer interactions, identifying performance trends, and providing actionable feedback. At International SOS Government Medical Services, you'll support healthcare programs that improve patient care and operational readiness across the U.S. and internationally. Founded in 1984, International SOS operates in more than 90 countries, delivering healthcare, medical assistance, emergency response, and workforce support services worldwide. As a Call Quality Auditor, you'll evaluate recorded inbound and outbound calls supporting patient appointment services within a centralized military healthcare environment. You'll assess customer service and technical performance, document deficiencies and coaching opportunities, identify trends, and help ensure calls meet established procedural and contractual requirements.

Requirements

High school diploma or General Educational Development (GED) equivalency
Minimum of 1 year of call center quality auditor experience for external candidates
Exceptional written and verbal communication skills, including proper grammar and punctuation
Ability to work independently with minimal supervision
Ability to interpret policies and apply them accurately during call audits using critical-thinking skills
Strong time-management skills

Responsibilities

Audit assigned inbound and outbound calls each month to meet established quality-monitoring requirements
Evaluate calls for customer service, technical performance, procedural compliance, and potential training or coaching opportunities
Document audit findings, including deficiencies, errors, positive feedback, and areas for improvement
Review failed call audits one-on-one with associates and support ongoing coaching activities
Participate in regular calibration sessions with leadership to promote consistent quality standards
Identify agent and process trends and provide feedback to leadership regarding potential deficiencies and solutions
Develop subject matter expertise across supported departments, host virtual chair-side sessions, and assist with call quality policies, procedures, job aids, and communications.