Call Quality Auditor

About the role

As a Call Quality Auditor, you'll evaluate patient scheduling and referral management calls, identify opportunities for improvement, and help healthcare support teams deliver accurate, professional service.

In this role you'll review agent performance, provide constructive feedback, and support coaching and training initiatives. Your work will help strengthen service quality, procedural accuracy, and the patient experience.

Work Location: Remote - San Antonio, TX

Position Requirements

• Must live within 50 miles of San Antonio, TX.
• Schedule: Monday-Friday, eight-hour shifts within designated operating hours, excluding federal holidays. Overtime may be required.

Operating Hours (Central Time)

• Pacific operations: 8:00 a.m.-8:00 p.m. CT
• Hawaii operations: 10:00 a.m.-10:00 p.m. CST / 11:00 a.m.-11:00 p.m. CDT

Assigned shifts may vary depending on operational coverage.

Key Responsibilities

• Audit call quality: Review inbound and outbound calls, monitoring at least 5% of each assigned agent's calls monthly for service quality, accuracy, and compliance.
• Coach and support employees: Provide performance feedback, lead virtual coaching sessions, and participate in training and quality improvement activities.
• Evaluate compliance: Monitor adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards.
• Identify improvement opportunities: Document performance trends, service deficiencies, and positive outcomes while recommending process improvements to leadership.
• Support quality initiatives: Participate in calibration sessions, assist in developing training materials and job aids, and collaborate across departments to maintain consistent quality standards.
• Assist with operational support: Help manage call support queues, troubleshoot system issues, and document scheduling infractions and other quality concerns.

Requirements

• High school diploma or GED.
• Minimum of 1 year of healthcare administrative experience.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with strong computer skills and the ability to learn new systems.
• Strong customer service, telephone etiquette, and written and verbal communication skills.
• Excellent attention to detail, critical thinking, problem-solving, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.

Preferred

• Minimum of 2 years of call center experience.
• Minimum of 2 years of leadership experience.
• Experience with CXone, MHS GENESIS, or other call center software.

Additional Information

Health & Welfare (H&W): Up to $5.43 per hour, in accordance with the Service Contract Act (SCA).

All your information will be kept confidential according to EEO guidelines.

Benefits Language (FTE roles)

• Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance.
• Additional benefits include a 401k plan, paid time off, and an annual bonus.
• International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.