Remote

Quality Auditor - Contact Center

Firstsource
United States
Feb 24, 2026
Job Title: Quality Analyst - Capability Development Job Type: Full Time FLSA Status: Non-Exempt/Hourly Grade: G Function/Department: Health Plan and Healthcare Services Reporting to: Manager- Capability Development Pay Rate: $22/hr Job Summary The primary purpose of this position is toidentify,analyzeand improve quality, to ensure delivery of SLA quality metricsperclient contract. This includes but is not limited to auditing, creating & reviewing quality reports, trending and analyzing audit findings, answeringagentquestions, client communications, training, continuing education programs assisting in the development of employees so they can keep pace with the changing needs of the organization, and to ensure that processes are in place to meet the goals and objectives of the client and the organization. Key Accountabilities/Responsibilities: Work with minimal supervision using professional skills,discretionand sensitivity while addressing various quality and training issues. Work as a team member indeterminingdepartmental needs. Serve as a resource for employees and management. Provide quality review and training for the further development of each employee. Work well with a variety of individuals and resolve issues professionally. Be a leader whointerfaces withvarious operations management personnel. Providetimelyqualityfollow-throughin the form of audits and development sessions. Performs other work-related duties as assigned. Qualifications Required: High school diploma or equivalent required 2 to 3 years of relevantclaimsexperience Thorough knowledge of medical terminology, claim processing procedures/systems, auditing, and a thorough understanding of claim protocols and industry standards and CMS regulations as it relates to claims payment and compliance. Knowledge and work experience with ICD9, ICD10, CPT and different coding systems (preferable)