Call Center Quality Assurance & Training Specialist

Who We Are Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity. What You’ll Do As a Quality Assurance Specialist, Patient Engagement at Imagine Pediatrics, you will work across the patient and provider engagement teams to improve the quality and effectiveness of our outreach and engagement function. This role is integral to establishing and maintaining the quality standardizations and job-specific training required to enroll families and providers who support children with medical complexity. You would work hand in hand with our Patient Engagement Leadership and Network team, and would be joining an incredibly mission driven, highly engaged, and fast-growing team. Listen to recorded calls and assess the quality of interactions based on predetermined criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory guidelines. Design and conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards. Create a culture of continuous improvement. Deliver feedback to outreach groups regarding strengths and areas for improvement in their communication skills and adherence to company policies and procedures. Maintain a consistent feedback loop with patient and network leaders and develop action plans to maintain a high standard of excellence. Organize and facilitate call calibration sessions to ensure consistency and accuracy in all communications. Facilitate discussions to establish consensus on quality standards and scoring criteria for evaluating calls; compile results and provide recommendations for adjustments Analyze data from quality monitoring activities, identify trends, patterns, and areas of improvement. Maintain accurate records of evaluations and feedback and prepare comprehensive reports, summarizing evaluation results, performance metrics, and key insights. Design and create comprehensive job aides and SOP’s based on trends and patterns identified during QA reviews. Update training materials and job aids in alignment with organizational process changes that impact patient engagement. What You Bring & How You Qualify First and foremost , you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In addition you will need: Bachelor’s degree in business management or a related field preferred Bilingual Spanish required Minimum of 1-3 years of experience in call center, with a track record of evaluating data from multiple angles to identify discrepancies and opportunities for improvement Experience in call center quality assurance and training required Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required Strong knowledge of customer service protocols and compliance requirements Exceptional attention to detail and accuracy in data entry and reporting Excellent communication and interpersonal skills Ability to handle confidential and sensitive information with discretion Highly organized and detailed oriented Problem-solving skills and the ability to adapt to changing environments Healthcare call center experience is a plus What We Offer (Benefits + Perks) The role offers a base salary range of $65,000-$85,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. We provide these additional benefits and perks: Competitive medical, dental, and vision insurance Healthcare and Dependent Care FSA; Company-funded HSA 401(k) with 4% match, vested 100% from day one Employer-paid short and long-term disability Life insurance at 1x annual salary 20 days PTO + 10 Company Holidays & 2 Floating Holidays Paid new parent leave Additional benefits to be detailed in offer What We Live By We’re guided by our five core values: Our Values: Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future. Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments. Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale. Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve. One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together. We Value Diversity, Equity, Inclusion and Belonging We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.