[Hiring] Call Quality Auditor @International SOS Government Medical Services

Role Description

As a Call Quality Auditor, you'll evaluate recorded inbound and outbound calls supporting patient appointment services within a centralized military healthcare environment. You'll assess customer service and technical performance, document deficiencies and coaching opportunities, identify trends, and help ensure calls meet established procedural and contractual requirements.

• Audit assigned inbound and outbound calls each month to meet established quality-monitoring requirements
• Evaluate calls for customer service, technical performance, procedural compliance, and potential training or coaching opportunities
• Document audit findings, including deficiencies, errors, positive feedback, and areas for improvement
• Review failed call audits one-on-one with associates and support ongoing coaching activities
• Participate in regular calibration sessions with leadership to promote consistent quality standards
• Identify agent and process trends and provide feedback to leadership regarding potential deficiencies and solutions
• Develop subject matter expertise across supported departments, host virtual chair-side sessions, and assist with call quality policies, procedures, job aids, and communications.

Qualifications

• High school diploma or General Educational Development (GED) equivalency
• Minimum of 1 year of call center quality auditor experience for external candidates
• Exceptional written and verbal communication skills, including proper grammar and punctuation
• Ability to work independently with minimal supervision
• Ability to interpret policies and apply them accurately during call audits using critical-thinking skills
• Strong time-management skills

Requirements

• Full-time employment
• Remote work arrangement
• Schedule: Monday–Friday, assigned 8-hour shifts between 6:00 a.m. and 8:00 p.m. Pacific Time. Federal holidays excluded. Overtime may be required.
• Compensation: $20.68–$22.98 per hour
• Health & Welfare (H&W): Up to $5.09 per hour, in accordance with the Service Contract Act (SCA).

Benefits

• Comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance
• 401k plan
• Paid time off
• Annual bonus