Customer Service Quality Assurance Specialist

Driscoll Children's Hospital

. Monitor inbound and outbound healthcare calls for members and providers.

Posted 10/5/2026full-timeCorpus Christi • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in quality monitoring and performance improvement within a call center environment, utilizing strong analytical and communication skills to enhance training and operational efficiency.

Highest-signal resume keywords

Quality MonitoringPerformance ImprovementCustomer ServiceMicrosoft Office SuiteCall Center Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MonitoringPerformance ImprovementCall Center OperationsUser Acceptance TestingData Analysis

Soft Skills

Outstanding Communication SkillsExceptional Listening SkillsAnalytical SkillsProactive Problem SolvingFacilitation Skills

Tools & Technologies

Monitoring ToolsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Industry Keywords

Call CenterCustomer ContactsOrganizational PoliciesTraining Content ImprovementCoaching Recommendations

About the role

Key responsibilities & impact

Monitor inbound and outbound healthcare calls for members and providers.
Screen incoming and outgoing calls for quality, customer service, and adherence to organizational policies and procedures.
Complete designated documented monitors of customer contacts.
Use approved monitoring tools and standards to assess representatives’ knowledge of products, business practices, and systems.
Convert monitoring findings and scores into coaching recommendations for performance improvement.
Facilitate calibration sessions and generate recap reports.
Participate in user acceptance testing for new product releases.
Prepare management reports and participate in conference calls and meetings.
Complete four hours of phone time monthly.
Research and formulate solutions with leadership regarding call center representative performance.
Support refresher training on quality monitoring methods, tools, facilitation skills, and product features.
Identify opportunities to improve training content from call monitor data.
Perform other assigned duties as needed.

Requirements

What you’ll need

Minimum of a High School diploma; or a minimum of two year’s progressive experience in a call center or equivalent combination of education and experience.
Outstanding communication skills and the ability to understand complex situations to effectively handle customer needs.
Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook.
Knowledge of commonly-used concepts, practices, and procedures within the call center.
Exceptional listening, analytical, and communication skills (written and oral).
Ability to identify issues, obtain relevant information, compare data from different sources, and identify alternative solutions.
Ability to accomplish tasks accurately and completely.
Ability to be proactive and take action to achieve goals beyond what is required.
Ability to develop plans, use resources efficiently, follow standard work processes, and monitor procedures and activities.