Quality Assurance Specialist

Published April 19th, 2024

Job Title: Training & Quality Assurance Specialist              
Schedule: M-F 8.30-5pm
Pay: $22 – $25
Location: Lawrence MA

 Position Summary:  Under the general direction of the Customer Support Center Leadership, the training and quality assurance specialist is responsible for the development, maintenance and delivery of training material for Customer Support Center and Referrals departments. Premier customer service is the goal for this role. This individual develops, analyzes, maintains, and oversees quality improvement models to increase patient care outcomes. They support the employees to enable their individual progress and success.  

Job Responsibilities:  

  • Develop curriculum and conduct training for new and existing staff on the systems, processes and procedures for the Customer Support Center and Referrals Department
  • Develop and maintain detailed policy and procedure manuals for all Customer Support Center/Referrals functions.
  • Identifies team wide areas of opportunity and recommends appropriate corrective actions.
  • Monitors effectiveness of training program, resources, and enablement tools.
  • Responsible for analyzing data, formulating recommendations, and creating effective, actionable materials to present to a variety of audiences.
  • Participates in quality improvement activities related to individual, team, and organizational performance improvement.
  • Mentor staff, provide developmental feedback utilizing training sessions and call observations
  • Travel between sites will be required


  • Associates Degree in Business or related field preferred, combination of education and experience will be considered


  • Bilingual Spanish/English preferred
  • Strong analytical skills.
  • Exceptional oral and written communication skills.
  • Ability to work equally well under supervision and independently. 
  • Excellent interpersonal, communication and presentation skills.   


  • Prior training, development, or enablement experience required
  • Medical/Health Center experience preferred
  • Proficient with Windows, Excel and PowerPoint
  • Experience with Electronic Medical Record Systems
  • Training certifications preferred    
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