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

📌 Quality Assurance Lead (Bogotá)
🏢 Hire Horatio CX
📍 Bogotá