Quality Specialist (Health Care)

Role Details

Work Arrangement: Remote
Type of Support:Quality Support
Contract Duration: Full-time
Training Schedule:9:00 AM - 6:00 PM CST Monday - Friday
Work Schedule: 9:00 AM - 6:00 PM CST Monday - Friday
Expected Start Date: January 15 2026

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

We are looking for a passionate support-focused Quality Assurance (QA) professional to take on our growing operations and need for world class quality Customer Support. As a CS Quality Assurance Specialist at Crescendo you will focus on reviewing CS interactions on a daily basis and assessing for critical insights and continuous improvement.

A successful candidate will be able to accurately and consistently score an interaction against a QA rubric provide actionable recommendations based on trends observed fully master the product and processes keep up with changes and be on the lookout for ways to improve the quality program overall. The ideal candidate will be detail-oriented while able to see the big picture a strong independent worker who is able to express areas of improvement backed by data confidently.

The reason you join wont be the reason you stay.

What Youll Do:

• Review and score associate interactions according to an established rubric evaluating for quality and compliance.
• Prepare reports for Team Leads Program Managers and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
• Utilize a quality scoring tool to log insights and provide product feedback to improve the tool.
• Assist in training and mentoring other QA Specialists as needed.
• Participate in regular meetings for calibration and coaching strategy.
• Develop insights and recommendations from analysis of quality audits.
• Create reports for leadership and other key stakeholders.
• Remain up to date on all necessary processes product and policy impacting the operation.
• Assist with tickets during backlogs and as requested

What We Expect From You:

• At least 1 year in a customer service/sales role
• Strong knowledge of Customer Support best practices
• An understanding of the importance and impact QA can have on a support organization.
• Strong oral and written communication.
• Organization and prioritization skills.
• Excellent time management skills and ability to meet deadlines reliably.
• Ability to identify trends and root causes of these trends.
• Data driven reporting abilities- using visualizations spreadsheets and other data
• Ability to maintain strict confidentiality and awareness of implicit bias

What Youll Get In Return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program including support from an in-house psychologist
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.