TOP Quality Auditor

Overall Purpose of the Role

About Us: International SOS is a leading provider of medical and travel security services. We are dedicated to delivering high-quality support to TRICARE beneficiaries and stakeholders through our Beneficiary Support Center and LAC Regional Contact Center.

Position Overview: We are seeking a detail-oriented and motivated Quality Auditor to join our team. This entry-level role is crucial for supporting our Quality Management System (QMS) by conducting monthly quality process audits and developing trending and analysis reports. The Quality Auditor will play a key role in improving service delivery and monitoring customer experience feedback.

Key Responsibilities

• Perform daily quality process checks and audits of TRICARE service delivery.
• Record findings from process audits, monitor trends, and identify root causes.
• Collaborate with the quality team to develop effective action plans for improvement.
• Provide feedback to managers and recommend coaching opportunities.
• Prepare monthly quality reports according to TRICARE Contract Data Requirements.
• Manage the TOP Global Quality Inbox and log customer feedback.
• Participate in quality improvement initiatives and call calibration sessions.

Required Qualifications

• Bachelor’s Degree preferred.
• Some experience in a quality role, preferably in healthcare, claims, insurance, or contact center environment.
• Proficiency in Microsoft Office applications, specifically MS Word and MS Excel.
• Knowledge of TRICARE Overseas Program is highly desirable.
• Strong attention to detail and effective communication skills.
• Ability to work collaboratively across teams and handle multiple tasks under pressure.
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate. 

Competencies:

• Customer Focus
• Planning and Organizational Skills
• Action-Oriented and Proactive
• Attention to Detail
• Fact-Based and Systems Thinking
• Motivator and Collaborator

Why Join Us:

• Opportunity to learn and grow within a global organization.
• Supportive coaching and development environment.
• Contribute to meaningful quality improvement initiatives.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.