Call Center Quality Assurance Specialist (Onsite - Tempe, AZ), Amazon One Medical Customer Care

At Amazon One Medical, we're committed to delivering exceptional, patient-centered care. We're looking for motivated people to help us raise the bar in healthcare. If you're passionate about improving the patient experience, this is a chance to make a real impact.

As we grow and innovate in primary care, we're hiring a Quality Assurance Specialist for our Customer Care Center. You'll report to the Quality Assurance Manager and help us keep our promise of high-quality, accessible, and affordable care. You'll do this by auditing member interactions and helping make every one of them excellent.

In this role, you'll use established evaluation templates and the C-I-CARE communication framework to give clear, constructive feedback that drives continuous improvement and service excellence.

The ideal candidate has a strong customer service background and cares about quality in every interaction. You're self-aware, open to feedback, and committed to learning. You give direct, actionable feedback with confidence, build trust, follow through on commitments, and work with others toward shared goals. If this sounds like you, we'd love to connect!

This is a full-time, hourly, in-person position at the Amazon One Medical Customer Care Center in Tempe, AZ.

Key job responsibilities
Review, score, and document patient calls and interactions against established operational and quality standards, using the C-I-CARE communication framework.

Give timely, constructive, actionable feedback to care team members to promote an excellent patient and member experience.

Partner with care team leads and supervisors to address quality concerns, and share recurring issues and best practices in team huddles and other meetings as needed.

Analyze evaluation data to find performance trends, and recommend solutions that improve overall service quality.

Take part in calibration sessions, and help develop and refine quality scoring tools so evaluations stay consistent and accurate.

Stay current on policy, workflow, and compliance changes, and apply them to evaluations.

As business needs dictate, perform patient care functions usually handled by Healthcare Associates. This includes answering inbound calls, documenting routing, and completing other assigned tasks.

A day in the life
Your days will be varied and purpose-driven. You'll review patient interactions and evaluate them against our quality standards and the C-I-CARE framework. You'll write clear feedback that helps care team members improve. You'll also join calibration sessions so scoring stays consistent across the QA team. You'll work closely with care team leads to spot trends, raise recurring issues, and celebrate great work. When business needs call for it, you'll step in to support patients directly. Every evaluation you complete helps create seamless, compassionate healthcare experiences.

About the team
We're a team of professionals who want to change how healthcare is delivered. We believe in continuous learning, supporting each other, and a shared commitment to excellence. We work together to find ways to improve, celebrate our wins, and build a place where every team member can grow and make a difference for patients.

Basic qualifications

- 1+ year of experience in a quality assurance role in a customer service, contact center, or healthcare setting, OR 1+ year of back-end administrative experience in a patient-centered role at a multi-state primary care organization
- Excellent written and verbal communication skills, with the ability to give clear, precise feedback
- Experience supporting process improvement efforts and adapting to changes in policy and compliance
- Able to work varying shifts based on business needs, including nights, weekends, and holidays, to support 24/7 operations

Preferred qualifications

- Healthcare background that supports effective patient-centered work
- Experience with quality monitoring and telephony tools such as NICE (CXone)
- Proficiency with Google Workspace (G Suite) and Electronic Health Record (EHR) systems

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, AZ, Tempe - 24.00 - 27.00 USD hourly