**Overview**
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, amplifies insights from data, and act as the manager’s right hand to drive continuous improvement in access management performance.
This is a remote position for United States based employees.
Work schedule hours Monday to Friday between the hours if 7:00am and 7:00pm Central time.
**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, a...