Quality Assurance Associate

Job Summary

A company is looking for a Quality & Training Associate, Member Services.

Key Responsibilities

• Conduct audits of Care Navigator calls, chats, and tickets to evaluate performance and identify coaching opportunities
• Maintain and update performance scorecards, ensuring calibration and consistency across evaluators
• Support new hire onboarding and continuing education sessions with clear documentation and process walkthroughs

Required Qualifications

• 3+ years of experience in a quality, training, or customer experience role
• Familiarity with support tools (Zendesk, Aircall, or similar) is a plus
• Experience in a healthcare or U.S. service delivery environment is a bonus
• Ability to work independently and collaboratively across time zones
• Experience or training in motivational interviewing, behavioral coaching, or other member engagement frameworks is a strong plus