• Implements audit strategies to assess the quality of calls, compliance with healthcare regulations, and overall adherence to quality standards. • Conduct audits on calls, clinical charts, processes, procedures, and systems to ensure adherence to industry standards. • Process and respond to unresolved escalations (issues that arise in calls that are unable to be resolved in the moment), working closely with relevant teams to address issues and provide timely resolutions. • Complete reviews of clinical escalations resulting from outlier biometrics for process and quality recommendations. • Communicates audit findings, analysis, and recommendations to senior management and key stakeholders. • Highlight trends, actionable insights, and areas requiring improvement. • Collaborates with internal teams to identify action plans and implement corrective actions based on audit findings. • Tracks and monitors the progress of these action plans. • Provides coaching and development to team members on job skills, delivery skills, and quality improvement. • Offers targeted support for individuals needing additional coaching on soft skills or specific job tasks to enhance team performance. • Ensures ongoing compliance with quality standards, industry regulations, and internal policies by extracting and evaluating calls. • Monitors and assists in meeting compliance and productivity goals. • Analyze call data to identify trends, gaps, and areas for improvement. • Prepare reports to share with senior management for decision-making purposes. • Build and maintain strong relationships with internal and external stakeholders, including healthcare providers, patients, and regulatory agencies. • Ensure clear communication of audit results and next steps to involved parties. • Handles routine inquiries and relay information between departments and stakeholders. • Maintains security and access to sensitive materials. • Assists with maintaining productivity and quality goals. • Monitors and assists with QA chat channels to provide real-time support. • Performs other duties as assigned by management.