Intugo, in partnership with a foreign company specializing in healthcare contact center and patient scheduling services, is looking for a Quality Assurance professional to join its team. This position will lead quality operations supporting healthcare contact center and patient scheduling teams, with a focus on scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs. Key Responsibilities Own quality performance for healthcare contact center and patient scheduling workflows, including inbound/outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities. Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and AGS standards. Monitor scheduling accuracy, documentation quality, call quality, patient experience, policy adherence, and compliance with HIPAA and client-specific workflows. Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes. Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards. Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure. Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements. What We’re Looking For: Must-Haves Experience in Quality Assurance, preferably supporting contact center operations. Strong understanding of quality monitoring, audits, scorecards, and performance standards. Ability to analyze quality trends, identify root causes, and support corrective action plans. Experience working with cross-functional teams such as Operations, Training, and Quality. Strong attention to detail and ability to evaluate documentation and process adherence. Ability to work on-site. Highly Valuable / Nice-to-Have Experience in a healthcare contact center or patient scheduling environment. Knowledge of patient scheduling workflows, including appointments, registration, referrals, cancellations, and rescheduling. Familiarity with HIPAA compliance and healthcare-specific quality standards. Experience conducting calibration sessions and supporting process improvement initiatives. Schedule: Monday–Friday or Tuesday–Saturday, 7:00 AM – 4:30 PM. Compensation & Benefits Base gross monthly salary: $26,000 MXN Benefits include law benefits, 30 days of Christmas bonus, food vouchers, and private medical insurance.
Quality Assurance Specialist – Healthcare Contact Center • Guadalajara, Jalisco, MX
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