Join the LLR family of private equity-backed growth companies.

The Quality Specialist in our Patient Engagement Department is responsible for analyzing, monitoring, and improving the quality of patient interactions across Eye Health America’s call center and outbound engagement operations. This role manages enterprise quality scorecards, collaborates closely with vendor-side quality teams, evaluates call performance through automated and manual reviews, and provides insights that inform training, coaching, and performance improvement initiatives. The Quality Specialist plays a critical role in elevating patient experience standards by identifying trends, recommending best practices, and supporting leadership in maintaining accountability across all frontline teams.

• Quality Scorecard Management
  • Manage enterprise-wide quality scorecards, ensuring consistency, standardization, and accuracy across all agent evaluations.
  • Conduct both automated and manual quality reviews using AI conversational intelligence tools and call recordings.
• Vendor Quality Collaboration
  • Serve as the primary liaison between Eye Health America and vendor-side quality assurance teams.
  • Communicate updates, quality expectations, and performance concerns while fostering strong, collaborative partnerships.
• Conversational Intelligence & Error Analysis
  • Utilize conversational intelligence platforms to identify common call-handling errors, knowledge gaps, and trends in performance.
  • Partner with operational leaders to address recurring issues and propose process or training enhancements.
• Training & Skill Development
  • Create training materials, quizzes, and learning modules to support skill improvement across all call center and patient engagement staff.
  • Assist with organizing team-wide learning initiatives based on identified quality and coaching needs.
• Performance Improvement Support
  • Support managers and supervisors in making performance improvement plan (PIP) decisions by providing before-and-after quality insights.
  • Track improvement trajectories to measure the effectiveness of coaching and corrective actions.
• Patient Experience Analytics
  • Analyze patient survey data, comments, and trend reports to identify gaps in the patient experience.
  • Provide actionable recommendations to leadership to improve service delivery, communication, and customer satisfaction.
• Call Quality Investigations
  • Facilitate call investigations to determine root causes of quality issues and errors.
  • Document findings and communicate recommendations to leadership teams.
• Agent-Level Performance Tracking
  • Track agent-level performance and aggregate errors to maintain an enterprise view of high performers and those requiring additional support.
  • Prepare regular reports outlining trends, scoring variations, and performance risks.
• Best Practice Identification
  • Identify best methods and call handling behaviors that lead to exceptional patient experience.
  • Develop training materials to disseminate these best practices across all teams and global partners.

• 3+ years of experience in a call center, patient engagement, or quality assurance role (healthcare experience preferred).
• Experience evaluating call quality using scorecards, QA platforms, or conversational intelligence tools.
• Strong analytical skills with the ability to interpret data, trends, and large-volume quality metrics.
• Proficiency with Microsoft Office (Excel, Outlook, Teams)
• Experience collaborating with offshore/global vendors (preferred).