QA Specialist - Virtual Hub

We are seeking a QA Specialist - Virtual Hub to support the Quality Assurance Team within the Call Center.

Position Summary

The QA Specialist ensures day-to-day quality oversight of the virtual HUB, with a focus on internal auditing, call quality monitoring, QA data analysis, and case review. You'll partner with Operations, Compliance, and Case Management teams to maintain a robust QMS, drive compliance with quality assurance expectations, and enable safe, right-first-time case handling.

Key Responsibilities

Internal Audit (~30%)

• Plan, execute, and report risk-based internal audits of case intake, storage, documentation, program SOP handling, record handling, and case closure.
• Track observations, grade findings, and drive CAPA effectiveness through to verified closure.
• Trend audit data, prepare dashboards/metrics, and present results in quality reviews and readiness checks.
• Collaborate with multiple teams to improve call center KPIs and general metrics

Call Quality & QA Data (~30%)

• Assists in the development of monitoring standards.
• Monitor and score calls using automated speech analytics and manual review against the QA scorecard, covering compliance, service, and process adherence.
• Calibrate automated scoring against human review to confirm accuracy and consistency across agents and programs.
• Analyze QA data trends by agent, team, program, and call type to identify systemic risks and coaching opportunities.
• Build and maintain QA dashboards/reporting for leadership visibility into call quality performance.
• Works directly with leadership to drive process improvements within the team

QA in Case Handling (~25%)

• Provide real-time QA oversight (documentation verification, record checks, case review, and process adherence checks).
• Coach teams on quality behaviors; support training, change control, and document control.
• Participate in deviation/incident investigations; perform root cause analysis and implement systemic fixes.

CAPA Management (~15%)

• Own the CAPA process: intake, evaluation, disposition, and documentation.
• Coordinate with Compliance and Program teams; ensure root cause resolution and effectiveness verification.
• Support/coordinate CAPA trending: analysis, tracking, notifications, execution, and effectiveness checks.