Working from the comfort of your home office, you will monitor transactions, conduct root-cause analyses, and collaborate across teams to identify key trends and training opportunities. If you bring strong experience in call quality auditing, sharp attention to detail, and a passion for continuous process improvement, this full-time role offers an exciting platform to elevate service quality and support life-changing patient care.
salary: $19.99 - $20 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School
Responsibilities
Position Summary:
Monitor, analyze, and review customer contact quality across voice and non-voice channels. Evaluate team performance against quality metrics, regulatory standards, and HIPAA policies to formulate corrective action plans and drive operational excellence.
Key Responsibilities:
- Evaluate calls and cases to score performance and provide actionable feedback.
- Analyze weekly and monthly quality trends for leadership reporting.
- Conduct root-cause investigations on service gaps and formulate process enhancements.
- Participate in internal and external client calibration sessions.
- Identify departmental training needs and uphold regulatory compliance.
- 3+ years of call quality auditing experience strongly preferred.
- Proficiency in MS Office Suite (Excel, Outlook, PowerPoint, Word).
- Dedicated home office with hardwired high-speed internet (15 Mbps download / 5 Mbps upload minimum).
- strong data collection, trend analysis, and problem-solving skills.
- Preferred: Background in patient support hubs or Adverse Event reporting; bilingual Spanish skills.
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
