Quality Assurance (QA) Specialist

About the role

We are looking for a detail‑oriented Quality Assurance (QA) Specialist to join our growing neurology practice. The role focuses on monitoring patient interactions, ensuring HIPAA compliance, and elevating the overall patient experience through coaching and continuous improvement.

Key responsibilities

• Monitor and evaluate recorded and live patient calls for quality standards.
• Assess employee interactions for HIPAA compliance, professionalism, accuracy, and effective resolution of patient inquiries.
• Develop, maintain, and update call quality scorecards and evaluation criteria.
• Conduct quality audits, generate performance reports, and maintain accurate evaluation records.
• Provide individualized feedback and coaching sessions to improve employee performance.
• Identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with leadership to design training and performance‑enhancement plans.
• Recognize and reinforce positive behaviors and best practices.

Required profile

• Previous experience in Quality Assurance, Call Center Quality Monitoring, or Customer Service Quality.
• Strong understanding of HIPAA compliance and healthcare privacy regulations (preferred).
• Excellent verbal and written communication skills in English.
• Ability to deliver constructive, motivating feedback.
• Strong coaching and employee development capabilities.
• Exceptional attention to detail and analytical abilities.
• Experience creating scorecards, performance evaluations, and quality reports.
• Ability to work independently and manage multiple priorities.

Required skills

• Google Workspace
• Quality monitoring tools