Key Responsibilities:
- Conduct quality audits and evaluate processes and interactions
- Ensure adherence to compliance, service standards, and company policies
- Identify areas for improvement and provide actionable feedback
- Collaborate with Operations and Training teams to enhance overall performance
- Analyze trends and quality metrics to drive continuous improvement initiatives
- Prepare and present audit findings, reports, and recommendations to stakeholders
- Monitor performance against quality benchmarks and key performance indicators (KPIs)
- Support calibration sessions to ensure consistency and accuracy in evaluations
- Assist in developing quality frameworks, scorecards, and process documentation
- Participate in root cause analysis and corrective action planning
- Strong analytical and problem-solving skills
- Excellent attention to detail
- Effective communication and reporting abilities
- Experience in QA, auditing, or compliance is a plus
- Background in Healthcare or BPO is preferred
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint
- Ability to interpret data and generate meaningful insights
- Strong organizational and time management skills
- Ability to work independently and collaboratively in a fast-paced environment
- Knowledge of healthcare regulations, quality standards, or compliance requirements is an advantage
- Adaptable, proactive, and committed to continuous learning and improvement
Skills Required
- Strong analytical and problem-solving skills
- Excellent attention to detail
- Effective communication and reporting abilities
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint
- Ability to interpret data and generate meaningful insights
- Strong organizational and time management skills
- Ability to work independently and collaboratively in a fast-paced environment
- Experience in QA, auditing, or compliance
- Background in Healthcare or BPO
- Knowledge of healthcare regulations, quality standards, or compliance requirements
- Adaptable, proactive, and committed to continuous learning and improvement
What We Do
We are a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore and offshore support without compromising quality. As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time. What sets us apart: ✓ Industry-specialized CX services ✓ Bilingual, culturally aligned agents ✓ Commitment to performance and consistency ✓ Rapid scalability and flexible support models Let cxperts be your edge in today’s experience-driven market. Learn more at www.cxperts.us
