Lead Quality Auditor - Contact Center Operations

ATI Physical Therapy • ,

2d • $22 - $26 • Remote

About The Position

As the Lead Quality Auditor, you play a pivotal role in elevating the quality of contact center patient-support interactions, supporting the QA Manager in driving analytics, process improvement, and program governance. In addition to performing call evaluations, you will lead critical functions across the QA team, own key reporting and trend analysis, and serve as the liaison between QA, Operations, and Training. The Lead Quality Auditor will ensure consistency in scoring, amplify insights from data, and act as the manager’s right hand to drive continuous improvement in access management performance.

Requirements

• High School Diploma, GED, or suitable equivalent
• 2+ years’ experience in a contact center environment, including quality assurance/auditing of customer interactions (calls/chats/emails)
• Experience generating and interpreting data reports/trends (e.g., call quality scores, KPIs) and presenting findings to stakeholders
• Proven ability to mentor, train, or coach others (auditors or agents)
• Strong analytical skills: ability to dig into data, identify patterns, root causes, and recommend actionable improvements
• Excellent verbal and written communication skills – able to communicate findings to both QA team and operations leadership
• Demonstrated process-improvement mindset, working to refine scorecards, auditing processes, or QA frameworks
• Proficiency in Microsoft Excel (e.g., pivot tables, charts), reporting tools, and comfort working with contact center data/metrics
• Strong attention to detail, excellent consistency, integrity in auditing, and the ability to work independently

Nice To Haves

• Bachelor’s degree in healthcare related field
• Familiarity with contact center technologies (CRM, call monitoring/recording, workforce management) and key KPIs (AHT, FCR, quality score) is preferred
• Healthcare/patient support experience is a plus (given ATI Physical Therapy environment)
• Prior experience as a lead or senior auditor/analyst in a contact center
• Experience with process improvement methodologies (Lean, Six Sigma, etc.)
• Experience working with cross-functional stakeholders (Training, Operations, Compliance)
• Strong attention to detail to identify compliance gaps, errors and ensure audit accuracy
• Excellent internal and external communications skills for clear reporting and collaboration with internal and external stakeholders
• Strong leadership ability to guide team and drive accountability.
• Ability to train teams on workflows to promote consistency in applying quality standards.
• Data analysis and reporting skills to run reports, interpret data and support evidence–based decisions.
• Time management and organizations to balance multiple audits and priorities effectively
• Multitasking ability – manages competing priorities in a fast-paced environment
• Professional presence- build credibility with peers, managers and executives
• Strong presentation skills to deliver findings and recommendations with impact
• Technical proficiency in Microsoft Office, Excel, PowerPoint, Outlook, Teams, and One Drive.

Responsibilities

• Act as a subject-matter-expert for QA methodology: refine and maintain the evaluation of scorecards/forms, ensure they reflect business objectives, regulatory/compliance requirements, and patient support requirements.
• Support training and coaching of QA auditors: onboarding new auditors, training on scoring, ensuring auditing best practices, peer reviews of auditor work.
• Monitor and report on QA team productivity (e.g., number of calls scored, timeliness of reports, auditor calibration percentages). Generate and distribute regular, actionable QA reports (weekly, monthly, quarterly) that include trends, root-cause analysis, score distributions, agent team performance, and improvement opportunities.
• Support ongoing improvement efforts of the Access Management Contact Center: Participate in projects, update processes, and ensure new initiatives are implemented in the QA framework. Adhere to and promote compliance with all relevant regulatory, compliance and service standards (especially as it relates to patient support and healthcare environment).
• Lead calibration sessions across the QA auditor team and with supervisors to ensure consistent scoring standards and reliability of data. Partner with Supervisors/Operations to communicate quality feedback, participate in huddles or team meetings as needed, and help align agent coaching initiatives with QA findings.
• Serves as a catalyst for complex QA issues. (e.g., inconsistent scoring, unusual calls, process breakdowns) and support manager with resolution.
• Perform monitoring and scoring of customer support calls per defined schedule (in addition to audits) to maintain firsthand contact with agent interactions (as needed).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED