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Role Description

We are seeking a detail-oriented Quality Auditor to support the consistency, compliance, and effectiveness of quality standards within a contact center environment. This role focuses on evaluating contact center processes, workflows, scripts, and documentation to ensure alignment with organizational policies, regulatory requirements, and established quality expectations. The Quality Auditor identifies procedural gaps, operational risks, and systemic issues through evidence-based analysis and supports continuous improvement across customer service operations.

In this role, the Quality Auditor prepares clear, audit-ready findings, collaborates with quality and cross-functional partners to strengthen quality standards, and contributes to preventive risk mitigation by monitoring trends and customer feedback. This position is ideal for a highly analytical, process-driven professional who values accuracy, consistency, and compliance and is committed to maintaining high standards of quality in a contact center setting.

Key Responsibilities

• Evaluate contact center processes, workflows, scripts, tools, and quality standards to ensure alignment with organizational policies, regulatory requirements, and defined quality expectations.
• Validate adherence to established quality assurance policies, procedures, and documentation standards across operations.
• Identify procedural gaps, quality risks, and systemic issues impacting service delivery, compliance, or customer experience.
• Analyze qualitative and quantitative data to identify recurring patterns, trends, and emerging risks over time.
• Prepare clear, evidence-based, audit-ready reports that summarize findings, assess impact, and recommend corrective or preventive actions.
• Escalate quality, compliance, or operational risks to Quality Assurance leadership with appropriate supporting documentation.
• Collaborate with Quality, Operations, Training, and other cross-functional partners to support continuous improvement initiatives.
• Contribute to the development, refinement, and alignment of quality standards, workflows, scripts, and supporting resources.

Qualifications

• Minimum of 2 years of auditing experience in quality assurance, compliance, risk, or operational audit roles.
• Experience working in a contact center environment, with exposure to multi-channel customer interactions.
• Strong working knowledge of ACA related contact center operations, including eligibility, enrollment, and customer support workflows.
• Demonstrates understanding of quality assurance standards, process controls, and documentation requirements.
• Proven ability to identify procedural gaps, assess operational risk, and distinguish isolated issues from systemic trends.
• Experience producing clear, evidence-based, audit-ready documentation and reports.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent written and verbal communication skills, with a high level of professionalism, discretion, and attention to detail.
• Proven analytical and problem-solving abilities.
• Familiarity with QA, reporting, or audit tools used in contact center operations.
• Ability to quickly learn and adapt to new systems, tools, and technologies in a fast-paced environment.
• Comfortable working in a remote/work-from-home environment, with the ability to manage time effectively and remain engaged and accountable.

Benefits

• 401(k) matchable up to 4%.
• Individuals Care Health Reimbursement Arrangement (ICHRA).
• Paid time off (PTO).
• Paid Training.
• Supportive Environment.
• Work From Home Opportunity.