Quality Specialist

TEKsystems • Orlando, FL

9d • $20 - $20 • Remote

About The Position

Job Title: Quality Specialist Location: Remote, US Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them. Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time. The Opportunity: 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