Quality Specialist, Member Intake

Location: Remote Job Posting

Job Summary

Position Summary

The Quality Specialist, Member Intake supports the delivery of and the execution of quality assurance for the Member Intake team. This role partners closely with the Training and Quality Manager to onboard new hires, deliver ongoing, conduct call audits, and provide coaching insights to Supervisors that raise the proficiency, confidence, and consistency of every agent on the team.

This is a hands-on role that spans live-call quality, auditing calls to the defined scorecard, and continuously reinforcing the standards that shape our members’ experience. Success is measured by the impact on new-hire ramp time, individual and team QA scores, and the overall consistency of the member experience across all states.

Responsibilities

Key Responsibilities

• Quality Assurance and Call Auditing

• Conduct a defined volume of call audits per agent per week/month using the approved QA scorecard.
• Provide objective, evidence-based scoring and clear written feedback on each audit.
• Identify individual and team-level trends in call handling, disposition accuracy, verification compliance, and member experience — and surface those trends to Supervisors and the Training and Quality Manager.
• Participate in QA calibration sessions to ensure scoring stays consistent and fair across the team.
• Monitor accurate use of the Primary + Secondary disposition framework and flag misuse patterns.

• Coaching Support

• Serve as a coaching partner to Supervisors, providing them with QA insights, sample calls, and skill-building resources they can use in 1:1s.
• Deliver direct coaching to agents on QA feedback, ensuring they understand not just what to change but why it matters to the member and to their own growth.
• Support Supervisors in delivering coaching for remediation, upskilling, and top-performer development.

• Reporting and Continuous Improvement

• Contribute to weekly and monthly QA reports, highlighting trends, coaching themes, and recommended actions.
• Surface recurring member pain points and workflow gaps identified through QA and share them with the Training and Quality Manager.
• Continuously refine your own delivery and audit approach based on outcomes, agent feedback, and manager guidance.