Complete assigned quality assurance audits in accordance with established monthly requirements, standards, and timelines.
Evaluate customer service interactions for accuracy, professionalism, compliance, scripting adherence, documentation quality, and overall service expectations.
Document audit findings clearly and consistently to support coaching, performance improvement, and leadership reporting.
Identify trends, gaps, and potential risks related to customer experience, process adherence, compliance, and quality outcomes.
Partner with leaders, trainers, and operational teams to support timely coaching, early issue identification, and continuous improvement.
Maintain accurate audit records and support complete reporting to leadership, Centers of Excellence, and client-facing stakeholders as needed.
Apply HIPAA, privacy, scripting, and documentation standards when reviewing interactions and audit results.
Contribute to a culture of quality, accountability, and service excellence across domestic and global customer service teams.

High school diploma or equivalent required.
Experience in customer service, healthcare revenue cycle, contact center operations, quality assurance, auditing, compliance, or a related field.
Strong attention to detail with the ability to review work objectively and consistently against defined standards.
Ability to manage a predictable, high-volume workload while meeting deadlines and maintaining accuracy.
Strong written and verbal communication skills, including the ability to document findings clearly and professionally.
Ability to work independently, follow established procedures, and escalate concerns appropriately.
Working knowledge of Microsoft Office applications and comfort learning audit, reporting, or customer service systems.
Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experience.

Associate Specialist, Customer Service

Key skills