This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Analyst - Call Center Monitoring based in the United States.
This remote opportunity is ideal for a quality-focused professional who is passionate about improving customer experiences and operational excellence within a healthcare support environment. In this role, you will evaluate call quality, identify performance trends, and collaborate with leadership to enhance service delivery across patient, provider, and client interactions. You'll play a key role in driving continuous improvement through coaching, reporting, calibration sessions, and quality initiatives. Working in a collaborative and fast-paced setting, you will help ensure high service standards while supporting both internal teams and external stakeholders. This position offers the opportunity to make a meaningful impact on healthcare operations while advancing your expertise in quality assurance and performance management.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Analyst - Call Center Monitoring based in the United States.
This remote opportunity is ideal for a quality-focused professional who is passionate about improving customer experiences and operational excellence within a healthcare support environment. In this role, you will evaluate call quality, identify performance trends, and collaborate with leadership to enhance service delivery across patient, provider, and client interactions. You'll play a key role in driving continuous improvement through coaching, reporting, calibration sessions, and quality initiatives. Working in a collaborative and fast-paced setting, you will help ensure high service standards while supporting both internal teams and external stakeholders. This position offers the opportunity to make a meaningful impact on healthcare operations while advancing your expertise in quality assurance and performance management.
Accountabilities
- Monitor and evaluate incoming and outgoing calls using established quality standards to ensure exceptional service delivery and compliance.
- Assess advocate performance, document quality observations, and provide actionable feedback that supports ongoing coaching and development.
- Deliver leadership support by answering operational questions, assisting with quality initiatives, and serving as a resource for internal teams and business partners.
- Analyze quality data and prepare weekly and monthly trend reports to identify performance opportunities and recommend process improvements.
- Lead or participate in service improvement projects designed to enhance quality, efficiency, and customer satisfaction.
- Facilitate internal and external calibration sessions to ensure consistent quality evaluation standards across teams and stakeholders.
- Support daily operational activities, including reviewing communications, attending training sessions, distributing evaluations, and participating in virtual and in-person meetings.
- Travel as needed to support business initiatives and collaborative activities.
- Bachelor's degree in a related field or 8–11 years of equivalent professional experience.
- 2–5 years of relevant experience in quality assurance, customer service, call center operations, or a related field; an advanced degree may be considered in lieu of some experience.
- Strong background in call monitoring, quality assurance, customer service, or performance evaluation.
- Proficiency with Microsoft Office applications, email platforms, internet-based tools, and general PC operations.
- Excellent verbal and written communication skills with the ability to present findings clearly and professionally.
- Strong analytical, organizational, prioritization, and problem-solving abilities.
- Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
- Leadership capabilities with experience supporting teams or supervising staff preferred.
- High commitment to delivering exceptional service quality and continuous improvement.
- Availability to work Monday through Friday, 8:00 AM to 4:00 PM Eastern Time, with occasional travel as needed.
- Remote work opportunity with a flexible work environment.
- Competitive salary package.
- Career advancement and internal promotion opportunities.
- 401(k) retirement plan with company matching.
- Tuition reimbursement for continued education and professional development.
- Generous paid time off program, including discretionary PTO or approximately 20 days of annual PTO.
- Paid company holidays.
- Comprehensive medical, dental, and vision insurance.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- Telemedicine services and employee wellness programs.
- Employee assistance program.
- Adoption assistance.
- Short-term and long-term disability coverage.
- Life insurance.
- Employee discount programs.
Requirements
Benefits