Call Center Quality Control Officer – Patient Care Services at ConSol Limited

We are seeking a detail-oriented and analytical Call Centre Quality Control Officer with a healthcare background to ensure the highest standards of service delivery within our patient services call centre.

This role is responsible for monitoring and evaluating inbound calls handled by agents to ensure adherence to call scripts, service protocols, and regulatory guidelines across our service lines, including dispatch care, telemedicine, 24/7 mini clinic, and diagnostics.

The ideal candidate will contribute to quality assurance efforts, staff training support, and continuous process  improvement.

Key Responsibilities 

• Monitor and evaluate live and recorded inbound calls to assess agent performance and adherence to approved call centre scripts. 
• Ensure agents are following proper protocols for dispatch care, telemedicine consultations, diagnostics coordination, and 24/7 mini clinic procedures. 
• Identify deviations from quality standards and recommend corrective actions or additional training. 
• Document findings and prepare detailed reports on quality metrics, compliance issues, and trends. 
• Collaborate with the Call Centre Supervisor to provide feedback and coaching to agents. 
• Assist in the development and refinement of call scripts, service workflows, and quality benchmarks. 
• Maintain a strong understanding of healthcare service standards, data privacy regulations (e.g., HIPAA), and patient  engagement best practices. 
• Support training sessions for new hires and continuous education for current staff. 
• Contribute to regular quality audits and help drive process improvement initiatives across all patient communication channels.

Qualifications 

Educational Background: 

• Degree or diploma in Nursing, Health Information Management, Public Health, or a related field. 

Experience: 

• Minimum of 2–3 years of experience in a healthcare or medical call centre environment. 
• Prior experience in quality assurance or compliance roles is preferred. 

Technical Skills: 

• Familiarity with call monitoring tools and quality assessment techniques. 
• Proficiency with EMR/EHR systems and call centre software. 
• Excellent documentation and reporting skills.

Soft Skills 

• Strong attention to detail and analytical mindset. 
• Ability to provide constructive feedback and maintain objectivity. 
• Excellent communication and interpersonal skills. 
• Patient-centred approach with a focus on service excellence. 
• Discretion and integrity in handling sensitive information.

Why Join Us? 

• Be a key part of a team ensuring exceptional care and communication for patients. 
• Influence the quality of services in a fast-growing, tech-enabled healthcare setting. 
• Help shape a culture of accountability, learning, and operational excellence