Quality Assurance Representative - Durable Medical Equipment

Hiring Locations: FL, NY, MD, NC

Company: Quest Health Solutions

Job Type: Full-time

About Us:

Quest Health Solutions is a leading provider of durable medical equipment, specializing in continuous glucose monitoring solutions for individuals with diabetes. We are one of 15 direct suppliers of the Abbott Freestyle Libre family of products and we take pride in providing the tools, supplies, services, and knowledge to help patients and healthcare professionals better manage diabetes. Our mission is to empower people to manage their health with ease and confidence. We are committed to providing innovative and reliable solutions to improve the quality of life for those living with diabetes.

Job Description:

As an ideal candidate for the call center quality assurance job, you are the driving force behind exceptional customer experience across all customer segments. Your responsibility is to ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.

Technical/Analyst Responsibilities

• Analyze call center data to generate valuable insights to predict customer trends.
• Track key quality assurance metrics for improvement strategies.
• Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
• Make recommendations on process and policy improvements from reports.
• Develop and improve knowledge of products and knowledge of call center performance and functional requirements.

Customer Service/Satisfaction Responsibilities

• Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
• Contribute to call calibration sessions to evaluate agent performance.
• Identify lapses in agents’ performance and provide constructive feedback for improvement.
• Engage in customer listening to identify customer pain points and expectations.
• Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
• Serve as an intermediary for escalations from agents and customers.
• Ensure communication is effectively delivered and appropriately addresses all customer concerns.

Operational/Business Process Responsibilities

• Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
• Identify process improvement opportunities to update SOPs.
• Implement and ensure compliance with the company’s policies on customer service quality.
• Report support teams’ performance to supervisors and maintain monthly performance logs.
• Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
• Provide recommendations to HR on the employment of call center agents.
• Support recruiting and onboarding processes as appropriate.

•Hands-on experience working in call center quality assurance or related roles.

•Familiar with call center CRM and/or QA software.

•Tech-savvy and competent in Microsoft Office Suite or Google Workspace.

•Knowledge and experience tracking key customer service QA metrics.

•Report writing, data visualization, and presentation skills.

•Proven history of analytical and problem-solving skills.

•Ability to initiate and complete projects without supervision.

•Ability to communicate with discretion, professionalism, and confidentiality when needed.

•Excellent verbal and written communication skills.

•Ability to multitask and thrive in a fast-paced (dynamic) environment.