Posted in Admin - Clerical 30+ days ago.
Type: Full-Time
In the Quality Audit Specialist role, you will manage quality assurance initiatives and oversee audit trending. You will provide support with the management of quality and compliance for one Healthcare client. Your attention to detail ensures our independent agents comply with both Liveops’ and our clients’ standards of excellence. You demonstrate an ability to juggle multiple systems at once, meeting tight timelines while maintaining high levels of accuracy.
The Purpose of Your Role
This role enhances the organization's overall success by delivering comprehensive quality management analysis to the client, internal Operations teams, and agents. This role involves providing support to a team of Quality Assurance (QA) agents tasked with monitoring calls and delivering constructive feedback. The goal is to improve agent productivity, empower District Leaders with insightful quality assessments, refine the quality of service, and drive improved performance through meticulous audit processes and actionable insights.
The Qualifications We’re Looking For
Experience in implementing QA processes to enhance customer service
Proven leadership and motivational skills in a call center or telecommunications setting
Capability to conduct virtual sessions effectively
Technical proficiency with a willingness to learn new systems
Continuous improvement mindset and adaptability to new technologies
Strong analytical, problem-solving, and decision-making skills
Collaborative and results-driven work approach
Excellent project management skills and ability to perform under pressure
Self-motivated with the ability to meet deadlines independently
Outstanding verbal and written communication skills
Strong work ethic with meticulous attention to detail
The Competencies You Bring
Attention to Detail * Individual Impact * and Influence * Planning & Organizing * Quality Orientation * Usage of Functional/Technical Expertise
The Value You Deliver
Assist with facilitation, evaluation and execution of ongoing audits, targeted auditors, and calibrations to ensure compliance and quality performance from both agents and auditors
Investigate escalations and/or complaints regarding quality and compliance
Work with internal Operations teams and client to analyze auditing disputes and compliance topics for trending
Work cross-functionally to certify auditors on internal and client tools and processes
Essential Job Functions
Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
Available for virtual meetings in a non-distracted environment.
Ability to work independently and meet deadlines.
Oversee quality initiatives and align audit metrics with client expectations.
Conduct and evaluate audits to ensure agent and auditor compliance; address quality-related escalations.
Analyze disputes and trends; collaborate to train auditors on relevant tools and processes.
Up to 10% travel required per year.
About Liveops:
Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.
Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.
Eligibility Requirements
Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.
Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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