In the Quality Audit Specialist role, you will manage quality assurance initiatives and oversee audit trending. You will provide support with the management of quality and compliance for one Healthcare client. Your attention to detail ensures our independent agents comply with both Liveops’ and our clients’ standards of excellence. You demonstrate an ability to juggle multiple systems at once, meeting tight timelines while maintaining high levels of accuracy.  

The Purpose of Your Role 

This role enhances the organization's overall success by delivering comprehensive quality management analysis to the client, internal Operations teams, and agents. This role involves providing support to a team of Quality Assurance (QA) agents tasked with monitoring calls and delivering constructive feedback. The goal is to improve agent productivity, empower District Leaders with insightful quality assessments, refine the quality of service, and drive improved performance through meticulous audit processes and actionable insights.

The Qualifications We’re Looking For

• Bachelor's Degree preferred or equivalent experience 

• Experience in implementing QA processes to enhance customer service 

• Proven leadership and motivational skills in a call center or telecommunications setting 

• Capability to conduct virtual sessions effectively 

• Technical proficiency with a willingness to learn new systems 

• Continuous improvement mindset and adaptability to new technologies 

• Strong analytical, problem-solving, and decision-making skills 

• Collaborative and results-driven work approach 

• Excellent project management skills and ability to perform under pressure 

• Self-motivated with the ability to meet deadlines independently 

• Outstanding verbal and written communication skills 

• Strong work ethic with meticulous attention to detail 

The Competencies You Bring

Attention to Detail * Individual Impact * and Influence * Planning & Organizing * Quality Orientation  * Usage of Functional/Technical Expertise

The Value You Deliver

• Interface with client and internal Operations teams to define audit and performance metrics that align with client expectations 

• Oversee facilitation, evaluation and execution of ongoing audits, targeted auditors, and calibrations to ensure compliance and quality performance from both agents and auditors 

• Manage escalations and/or complaints regarding quality and compliance 

• Work with internal Operations teams and client to analyze auditing disputes and compliance topics for trending 

• Work cross-functionally to certify auditors on internal and client tools and processes 

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. 

• Ability to sit or stand at a desk for extended periods of time while working on a computer. 

• Available for virtual meetings in a non-distracted environment. 

• Ability to work independently and meet deadlines. 

• Oversee quality initiatives and align audit metrics with client expectations. 

• Conduct and evaluate audits to ensure agent and auditor compliance; address quality-related escalations. 

• Analyze disputes and trends; collaborate to train auditors on relevant tools and processes. 

• Up to 10% travel required per year. 

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.