Subject Matter Expert

Role & responsibilities

We are seeking an experienced Subject Matter Expert to oversee and evaluate the quality of

interactions between our Diabetes Educators and patients. This role is critical to ensuring

compliance with SLAs, adherence to medical guidelines, and delivering an exceptional patient

experience. The Quality Auditor will be responsible for monitoring call quality, assessing the

effectiveness of diabetes management interventions, identifying areas for improvement, and

ensuring timely escalation and resolution of issues.

Key Responsibilities:

1. Call Quality Monitoring:

• Audit calls between Diabetes Educators and patients to ensure compliance with
• Organizational guidelines and Industry standards.
• Assess the accuracy and effectiveness of medical advice provided by Diabetes Educators.
• Identify deviations from SLAs and provide actionable feedback.

2. Medical Intervention Assessment:

• Evaluate the quality and relevance of diabetes management interventions offered

during calls.

• Ensure that educators follow evidence-based practices and protocols in patient interactions.

3. Issue Resolution Assessment:

• Audit the handling of patient queries to ensure timely and effective resolution.
• Review escalations to ensure they are made promptly and directed to the appropriate department.

4. Compliance and Reporting:

• Ensure adherence to HIPAA or similar data protection regulations during all patient interactions.
• Prepare detailed quality audit reports, highlighting trends, performance gaps, and training needs.

5. Training Recommendations:

• Identify training opportunities for Diabetes Educators based on audit findings.
• Collaborate with the training team to develop modules that address identified gaps.
• Designing the training calendar and helping in training / creating training content.

6. Process Improvement:

• Recommend process improvements to enhance the overall quality of patient care and call handling.
• Work closely with cross-functional teams to implement new quality measures.

7. Documentation and Feedback:

• Maintain accurate records of audits, feedback provided, and corrective actions implemented.
• Provide constructive feedback to Diabetes Educators to help improve performance.

Preferred candidate profile

• Bachelors degree in Healthcare, Nursing, or a related field. Certification in diabetes education (e.g., CDE) is preferred.
• 2+ years of experience in quality auditing and training, preferably in a healthcare contact center or related domain.
• Knowledge of diabetes management practices and patient care protocols.
• Strong understanding of SLA compliance and quality metrics.
• Proficiency in call auditing tools and CRM software.
• Excellent analytical, communication, and feedback skills.
• Ability to maintain confidentiality and handle sensitive information.