Quality Assurance & Compliance Coordinator

ISTA Personnel Solutions South Africa is a dynamic, fast-growing BPO company providing operational support to U.S.-based healthcare companies. We are not a recruitment agency — we act as a dedicated extension of our clients’ teams, delivering high-quality service with precision and professionalism.

We are seeking a diligent and personable Quality Assurance & Compliance Coordinator to ensure timely submission and verification of session notes by their Registered Behaviour Technicians (RBTs).

This role involves daily follow-ups with field staff regarding unsubmitted or unverified session notes from the previous day, utilizing the Rethink platform. The ideal candidate must possess excellent communication skills, a proactive approach to accountability, and the ability to manage a high volume of interactions in a way that remains approachable and respectful.

Key Responsibilities:

• Daily Monitoring: Pull reports from the Rethink platform to identify unsubmitted or unverified session notes from the previous day.
• Staff Follow-Up: Contact RBTs via email, phone, or text to remind and assist them in completing their session notes. (Utilize existing email templates for consistency.)
• Issue Resolution: Identify and address any technical issues or barriers preventing timely submission, escalating concerns to the supervisor when necessary.
• Documentation: Maintain accurate records of follow-up communications and outcomes.
• Relationship Management: Approach interactions with RBTs in a friendly and supportive manner to encourage compliance without causing discomfort.

Requirements

• Experience: Prior experience in the US healthcare sector. Familiarity with Applied Behavior Analysis (ABA) practices and the role of RBTs is highly advantageous.
• Technical Skills: Proficiency in using electronic health record systems; experience with the Rethink platform is a plus.
• Communication Skills: Strong verbal and written communication skills with the ability to convey reminders and instructions clearly and empathetically.
• Organizational Skills: Ability to manage a large volume of follow-ups daily, ensuring no RBT is overlooked.
• Problem-Solving: Capable of identifying issues hindering session note submission and collaborating with team members to find solutions.
• Interpersonal Skills: Approachable and friendly demeanour to encourage positive relationships with field staff.

Preferred Skills:

• Understanding of ABA terminology and the importance of session notes in client progress tracking.
• Experience in a compliance or quality assurance role within a healthcare setting.
• Ability to adapt communication styles to suit different personalities and situations.

Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time – subject to daylight savings).

Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).

Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.

Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.

Work Environment: Fully remote.