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about 1 month ago
Requirements and responsibilities
In the Quality Audit Specialist role, you will manage quality assurance initiatives and oversee audit trending. You will provide support with the management of quality and compliance for one Healthcare client. Your attention to detail ensures our independent agents comply with both Liveops’ and our clients’ standards of excellence. You demonstrate an ability to juggle multiple systems at once, meeting tight timelines while maintaining high levels of accuracy.The Purpose of Your RoleThis role enhances the organization's overall success by delivering comprehensive quality management analysis to the client, internal Operations teams, and agents. This role involves providing support to a team of Quality Assurance (QA) agents tasked with monitoring calls and delivering constructive feedback. The goal is to improve agent productivity, empower District Leaders with insightful quality assessments, refine the quality of service, and drive improved performance through meticulous audit processes and actionable insights.The Qualifications We’re Looking ForBachelor's Degree preferred or equivalent experienceExperience in implementing QA processes to enhance customer serviceProven leadership and motivational skills in a call center or telecommunications settingCapability to conduct virtual sessions effectivelyTechnical proficiency with a willingness to learn new systemsContinuous improvement mindset and adaptability to new technologiesStrong analytical, problem-solving, and decision-making skillsCollaborative and results-driven work approachExcellent project management skills and ability to perform under pressureSelf-motivated with the ability to meet deadlines independentlyOutstanding verbal and written communication skillsStrong work ethic with meticulous attention to detailThe Competencies You BringAttention to Detail * Individual Impact * and Influence * Planning & Organizing * Quality Orientation * Usage of Functional/Technical ExpertiseThe Value You DeliverInterface with client and internal Operations teams to define audit and performance metrics that align with client expectationsOversee facilitation, evaluation and execution of ongoing audits, targeted auditors, and calibrations to ensure compliance and quality performance from both agents and auditorsManage escalations and/or complaints regarding quality and complianceWork with internal Operations teams and client to analyze auditing disputes and compliance topics for trendingWork cross-functionally to certify auditors on internal and client tools and processesEssential Job FunctionsEssential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.Ability to sit or stand at a desk for extended periods of time while working on a computer.Available for virtual meetings in a non-distracted environment.Ability to work independently and meet deadlines.Oversee quality initiatives and align audit metrics with client expectations.Conduct and evaluate audits to ensure agent and auditor compliance; address quality-related escalations.Analyze disputes and trends; collaborate to train auditors on relevant tools and processes.Up to 10% travel required per year.About LiveopsLiveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.
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