Quality Specialist

TEKsystems • Charlotte, NC

5d • $20 - $20 • Remote

About The Position

As a Quality Specialist, you will play a key role in supporting quality assurance across a call center and case-based environment. You’ll evaluate customer interactions, audit case-level work, identify quality trends, and support continuous improvement efforts that help ensure accuracy, compliance, and a positive patient experience.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred
• 1–2 years of experience preferred in quality assurance, call quality monitoring, case auditing, or a related call center or customer support environment
• Basic analytical and conceptual skills
• Strong attention to detail and data accuracy
• Working knowledge of relational databases
• General knowledge of call center systems and core business processes
• Ability to work independently and collaborate effectively with cross-functional teams
• Strong written and verbal communication skills
• Proficiency with standard PC applications

Nice To Haves

• Experience using Amazon Connect or similar call monitoring platforms preferred

Responsibilities

• Score customer interactions as part of the Call Quality Monitoring (CQM) program
• Audit and evaluate case-level quality and accuracy to ensure proper documentation, resolution, and adherence to program standards
• Ensure data entry integrity and quality standards are followed across all programs
• Assist with data cleaning, reporting, and quality trend analysis
• Escalate call quality, data quality, and documentation issues to Quality Management as needed
• Support audit activities and case reviews
• Assist with the administration and maintenance of process documentation, SOPs, program-specific procedures, validation documents, and training materials
• Participate in quality initiatives, including leading CQM program meetings when needed
• Complete all required training related to patient privacy, data handling, and patient safety reporting
• Adhere to all organizational standards and regulatory requirements related to patient information
• Perform other duties as assigned

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees