Position Summary

Operating within a BPO environment, the Quality Lead evaluates interactions across every operational team, serving as the core anchor for performance alignment, comprehensive quality assurance, and robust audit frameworks.

In this specialized healthcare capacity, the Quality Lead manages direct client communications, conducts hands-on audits for enrollment accounts, and ensures strict alignment with U.S. healthcare workflows, patient communication standards, and zero-tolerance regulatory compliance.

Key Responsibilities

Quality Governance: Serve as the central Quality Lead overseeing end-to-end Quality Assurance standards, audit frameworks, and accuracy benchmarks across all internal and partner operational teams
Direct Auditing & Performance Evaluation: Directly perform structured quality evaluations across email, chat, and voice channels for enrollment associates to monitor scoring accuracy, workflow execution, and adherence to operational SLAs
Operational Calibration:



Organize and facilitate regular calibration sessions to maintain 100% alignment against standardized QA rubrics and enrollment protocols
Healthcare & Enrollment Compliance Auditing: Conduct targeted compliance audits on enrollment verification workflows, patient privacy standards, HIPAA/HITECH guidelines, and client-specific medical communication protocols
Data Analysis & Insight Synthesis: Analyze weekly quality metrics, root-cause error trends, and evaluation data. Convert findings into actionable feedback for leadership and training teams to eliminate performance gaps
Workflow Optimization & Continuous Improvement: Develop and implement monthly targeted quality action plans aimed at enhancing key enrollment metrics, elevating patient and member experience ratings, refining the QA framework, and driving operational process adherence
Onboarding & Operational Readiness: Assist the QA Manager by building initial enrollment evaluation forms, establishing audit workflows, and runni

📌 Quality Assurance Lead (Bogotá)
🏢 Horatio
📍 Bogotá