Quality Assurance & Performance Monitoring

• Audit a daily sample of billers' case transcripts.
• Document audit results in a standardized tracker and ensure completeness and consistency of findings.
• Identify patterns and recurring errors from audit results and escalate major discrepancies or compliance risks to Team Leads or Ops Managers.
• Collaborate with TLs and Trainers to align on recurring issues and plan targeted coaching or refresher training sessions.
• Support calibration sessions to maintain scoring alignment with client and operational leads.
• Provide clear and structured feedback to specialists based on audit results.
• Handle QA-related inquiries, audit appeals, validate audit logic, and update feedback if necessary.

Reporting & Insights

• Generate and analyze daily, weekly, or ad hoc QA reports to provide insights on team quality trends and process bottlenecks.