What are the responsibilities and job description for the CALL CENTER - Internal Call Quality Assurance Specialist position at BEST FOOT FORWARD SOLUTION SERVICES LLC?
Job Summary:
We are seeking a detail-oriented Internal Call Quality Assurance Specialist to join our team. This role is responsible for monitoring calls and security footage to identify security and quality assurance violations. The Specialist will ensure compliance with HIPAA regulations and internal security procedures, develop training programs, and assist in investigations with other departments. Open to hire remotely within metro Atlanta or the South Florida area.
Key Responsibilities:
- Call Monitoring: Review recorded and live calls to identify security and quality violations, ensuring compliance with company policies and HIPAA regulations.
- Security Surveillance: Monitor camera footage and platforms to detect and report security breaches or policy violations.
- Quality Assurance: Assess calls for adherence to quality standards, providing feedback and recommendations for improvement.
- Training & Development: Develop and deliver training programs to educate employees on security protocols, HIPAA compliance, and quality assurance best practices.
- Investigations & Reporting: Collaborate with other departments to assist in internal investigations related to security incidents and compliance concerns.
- Documentation & Compliance: Maintain records of monitoring activities, document findings, and provide reports to leadership on trends and areas of improvement.
- Process Improvement: Recommend enhancements to internal control processes to strengthen security measures and improve call quality.
Qualifications:
- Previous experience in quality assurance, compliance, or internal auditing preferred.
- Knowledge of HIPAA regulations and security protocols is required.
- Strong attention to detail and analytical skills.
- Ability to handle sensitive information with discretion.
- Strong communication and training skills.
- Proficiency in using monitoring tools and reporting software.
- Bilingual in Spanish preferred.
Work Schedule:
This is a position with flexible scheduling options. Availability to work various shifts may be required.
If you are passionate about maintaining high standards of security and quality, we encourage you to apply and be part of our team!
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
