[Hiring] Quality Specialist @PPLSI

Role Description

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.

Qualifications

• 2+ years in a contact center / member services environment, with experience in a QA, or team-lead capacity preferred.
• Familiarity with QA scorecards, call auditing, and structured feedback methods.
• Working knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling.
• Excellent written and verbal communication skills; comfortable in front of a virtual classroom, on a 1:1 coaching call, and sharing insights with leadership.
• Highly organized and detail-oriented, able to manage multiple cohorts, curriculum updates, and QA cycles in parallel.

Requirements

• 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.
• 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.
• 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.

Benefits

• Comprehensive benefits package that includes medical, dental, and vision coverage.
• Company-paid short-term disability and basic life and AD&D insurance.
• 401(k) retirement plan with company match.
• Paid time off, paid holidays, paid sick leave, and paid parental leave.
• LegalShield and IDShield membership plans.
• Additional benefits may apply based on position and eligibility.