iption
COB Solution is dedicated to empowering medical providers with efficient operations and optimized workflows. By delivering innovative solutions, COB Solution enhances patient care and supports the growth of healthcare organizations. Our mission is to streamline processes and enable healthcare providers to focus on what matters most—quality patient care.
Role Description
We are seeking a dedicated Quality Assurance Specialist (BPO) for a full-time, on-site role based in New York, United States. The role involves ensuring compliance with quality standards, conducting audits, evaluating workflows, and implementing quality control measures. The candidate will collaborate with cross-functional teams to enhance operational efficiency and uphold best practices in quality assurance within the business process outsourcing (BPO) environment.
Requirements
- Bachelor’s degree in Business, Communications, or a related field.
- 1–3 years of experience as a QA Specialist in a call center environment.
- Proven experience in auditing recorded and live calls.
- Strong knowledge of call center quality standards, KPIs, and QA scorecards.
- Experience using call monitoring systems, CRM tools, and QA reports.
- Strong command of English (spoken and written).
Qualifications
- Excellent listening skills with high attention to detail.
- Ability to evaluate calls for compliance, accuracy, tone, and customer experience.
- Strong analytical and documentation skills.
- Ability to provide clear, constructive feedback.
- High level of professionalism, objectivity, and confidentiality.
- Proficient in MS Excel or Google Sheets.
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