ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.
Role Overview The QA Specialist is responsible for monitoring and assessing the quality of patient conversations handled by Optometrists and ensuring adherence to defined quality, process and communication standards.
The role focuses on conducting chat quality audits, identifying errors and recurring gaps, providing evidence-based feedback, and supporting continuous improvement in clinical chat operations.
This is an execution-focused role and does not include direct people management responsibilities.
Key Responsibilities
Chat Quality & Audits
- Conduct quality audits of patient chats using the defined QA scorecard.
- Evaluate chat handling, communication, accuracy, resolution and process adherence.
- Identify critical, recurring and process-related quality errors.
- Maintain accurate QA scores and audit records.
- Ensure quality standards and SOPs are consistently followed.
Quality Support
- Identify recurring errors in patient conversations.
- Provide evidence-based feedback based on chat audits.
- Highlight knowledge, process, communication and documentation gaps.
- Support corrective actions under the guidance of the Clinical Operations Manager.
- Work with OJT Coaches / Chat Experts to address identified quality gaps.
Calibration & Process Adherence
- Participate in regular QA calibration sessions.
- Ensure consistency in quality scoring and interpretation of QA parameters.
- Identify gaps in SOP and process adherence.
- Support updates to quality parameters and evaluation guidelines when required.
Operational Monitoring
- Track QA scores, critical errors and recurring error trends.
- Monitor quality performance across assigned Optometrists.
- Identify quality issues requiring immediate attention.
- Escalate critical or repeated quality concerns to the appropriate stakeholder.
Reporting
- Maintain QA trackers and audit records.
- Record quality errors, trends and coaching requirements.
- Prepare regular quality reports and summaries.
- Share key quality observations with the Clinical Operations Manager and L&D.;
- Ensure QA documentation is complete and accurate.
Required Qualifications
- Bachelor's or Master's Degree in Optometry (B.Optom / M.Optom).
- 2–3 years of experience in Clinical Operations, Healthcare Operations, Customer Operations or Quality Assurance.
- Experience in chat-based customer or patient interaction environments preferred.
- Experience working in a shift-based operational environment preferred.
- Basic understanding of quality monitoring, auditing and operational processes.
- Strong analytical and attention-to-detail skills.
- Good communication and coordination skills.
- Valuable working knowledge of Excel / Google Sheets.