Quality Consultant – Contact Center

About the role

The Quality Consultant will evaluate the performance and quality of contact‑center operations, ensuring regulatory compliance and adherence to established procedures. You will work closely with business units to identify improvement opportunities and drive corrective actions.

Key responsibilities

• Assess quality of service, regulatory compliance, and procedural adherence for contacts and file handling.
• Conduct audits and benchmark reviews across multiple locations, presenting findings to leaders.
• Identify trends, prioritize action items, and recommend solutions to enhance customer experience.
• Partner with leadership to define audit scopes, execute audits, and produce summary reports.
• Provide technical assistance on auditing tools and support supervisors in audit execution.
• Lead audit teams on a rotational basis, organize data, and facilitate calibrations and re‑audits.
• Support compliance initiatives and mentor new team members.

Required profile

• High school diploma or equivalent (Bachelor’s degree preferred).
• 1‑3 years of experience in claims or contact‑center environments.
• Prior experience in quality assurance or call‑center auditing.
• Fluent English communication skills.
• Desirable: background as a performance coach, supervisor, or team lead.

Required skills

What we offer

• Opportunity to work with one of the largest U.S. insurers.
• Exposure to nationwide operations across 50 states.
• Professional development through mentorship and leadership collaboration.