Call Quality Auditor

International SOS

. Review inbound and outbound calls, monitoring at least 5% of each assigned agent's calls monthly .

Posted 11/6/2026full-timeRemote • Texas • United StatesJunior💰 $25 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in evaluating service quality and compliance within healthcare settings, with strong capabilities in training development and performance feedback. Proficient in managing call center operations and maintaining high standards of customer service and organizational policies.

Highest-signal resume keywords

Healthcare Administrative ExperienceCall Center ExperienceLeadership ExperienceMicrosoft 365 ProficiencyCXone or MHS GENESIS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Quality EvaluationPerformance DocumentationProcess Improvement RecommendationsTraining Material DevelopmentCall MonitoringCritical ThinkingProblem-SolvingAttention to DetailOrganizational SkillsTelephone Etiquette

Soft Skills

Customer Service SkillsWritten Communication SkillsVerbal Communication SkillsAbility to Manage Competing Priorities

Tools & Technologies

Microsoft TeamsMicrosoft ExcelMicrosoft OutlookCXoneMHS GENESIS

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

HIPAA StandardsQuality Improvement ActivitiesCall Support QueuesVirtual Coaching SessionsCalibration Sessions

About the role

Key responsibilities & impact

Review inbound and outbound calls, monitoring at least 5% of each assigned agent's calls monthly
Evaluate service quality, accuracy, compliance, and adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards
Review agent performance and provide constructive feedback
Lead virtual coaching sessions and participate in training and quality improvement activities
Document performance trends, service deficiencies, positive outcomes, scheduling infractions, and other quality concerns
Recommend process improvements to leadership
Participate in calibration sessions
Assist in developing training materials and job aids
Collaborate across departments to maintain consistent quality standards
Help manage call support queues and troubleshoot system issues

Requirements

What you’ll need

Must live within 50 miles of San Antonio, TX
High school diploma or GED
Minimum of 1 year of healthcare administrative experience
Proficiency in Microsoft 365, including Teams, Excel, and Outlook
Strong computer skills and ability to learn new systems
Strong customer service, telephone etiquette, and written and verbal communication skills
Excellent attention to detail, critical thinking, problem-solving, and organizational skills
Ability to manage competing priorities in a fast-paced environment
Monday–Friday, eight-hour shifts within designated operating hours, excluding federal holidays
Overtime may be required
Minimum of 2 years of call center experience (preferred)
Minimum of 2 years of leadership experience (preferred)
Experience with CXone, MHS GENESIS, or other call center software (preferred)

Benefits

Comp & perks

Health & Welfare allowance up to $5.43 per hour in accordance with the Service Contract Act
Medical, dental, and vision insurance
Basic life insurance
401k plan
Paid time off
Annual bonus
Comprehensive and competitive benefits package