The Role
Manage and oversee call center quality assurance: conduct live and recorded call reviews, ensure consistent scoring and compliance, coach agents, analyze QA and training effectiveness, lead QA staff, produce performance reports, and recommend process and training improvements to enhance customer experience.
Summary Generated by Built In
Job Summary & ResponsibilitiesPreferred Qualifications
- Oversee and manage the quality assurance program for Customer Relations contact center operations. Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience. Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits. Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards.
Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings. Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies. Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements. Support a culture of continuous learning, accountability, and service excellence. - Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes. Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments. Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer. Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement. Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies. Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
- Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives. Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines. Support the evaluation of training effectiveness and recommend enhancements based on QA trends. Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience. Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
- Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development. Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations. Facilitate QA calibration sessions to ensure scoring accuracy and consistency. Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
- Conduct regular audits of call center operations, quality results, and agent performance trends. Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement. Develop and deliver reports on key performance indicators, including but not limited to:
- Quality scores
- Average handle time
- Call resolution
- Customer satisfaction metrics
- Present insights and recommendations to Customer Relations leadership and cross-functional partners.
- Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.
- Bachelor's degree or equivalent combination of education and relevant experience.
- Three years of experience in a call center, quality assurance, training, or customer service environment.
- Prior experience conducting quality evaluations and providing performance-based feedback.
- One year of prior leadership experience.
- Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
- Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
- Excellent coaching, mentoring, and feedback skills.
- Strong understanding of customer experience principles and service standards.
- Ability to collaborate effectively across teams and influence positive change.
- Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Ability to prepare clear, data-driven reports and presentations.
- Experience with call monitoring, CRM, workforce management, and reporting tools preferred.
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- Three years of experience in call center, quality assurance, training, or customer service
- Prior experience conducting quality evaluations and providing performance-based feedback
- One year of prior leadership or supervisory experience
- Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies
- Ability to analyze performance data, identify trends, and translate findings into actionable recommendations
- Excellent coaching, mentoring, and feedback skills
- Strong understanding of customer experience principles and service standards
- Ability to collaborate effectively across teams and influence positive change
- Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
- Ability to prepare clear, data-driven reports and presentations
- Experience with call monitoring, CRM, workforce management, and reporting tools
HMSA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HMSA and has not been reviewed or approved by HMSA.
-
Healthcare Strength — Medical and dental coverage are described as solid, with preventive services and select zero‑cost features adding value in recent plan years. Employer-sponsored plans can have affordable premiums in certain groups and broad access options.
-
Retirement Support — A 401(k) with company match and potential discretionary contributions forms a strong component of total rewards. Retirement support complements the core medical and dental package.
-
Leave & Time Off Breadth — Paid holidays and PTO that increases with tenure provide meaningful time‑off flexibility. Time‑away benefits scale with service length.
HMSA Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
The Hawaii Medical Service Association (HMSA), an independent licensee of the Blue Cross and Blue Shield Association, is a reliable name in Hawaii health care. Established in 1938, we are the largest and most experienced provider of health care coverage in the state. Over half of Hawaii’s population have chosen HMSA for their health care coverage. We are dedicated to providing quality, affordable health plans; employee benefit services; and worksite wellness programs. HMSA also offers a variety of programs, services and support to help improve the health and well-being of our members and community.
