Job Description We are seeking a detail-oriented and mission-driven Healthcare Call Center Quality Analyst to help ensure a high standard of service and compliance across all patient interactions. This role plays a critical part in launching and scaling a new call center by establishing and executing quality monitoring processes, analyzing performance trends, and collaborating with training and operations to drive continuous improvement. The ideal candidate has experience in healthcare environments and is passionate about patient experience, process consistency, and team development. ________________________________________ Key Responsibilities  Design and implement quality assurance processes and monitoring frameworks for new call center operations  Perform audits of inbound and outbound calls, written interactions, and system documentation for compliance, accuracy, and service excellence  Track performance metrics and identify trends, strengths, and opportunities across cohorts and individuals  Collaborate with trainers and supervisors to align QA feedback with coaching and development plans  Help define quality standards, scoring rubrics, and calibration processes across teams  Contribute to root cause analysis of performance or compliance issues and recommend corrective actions  Provide regular QA reporting and insights to leadership, including dashboards and scorecards  Support the nesting and ramp-up phase by closely monitoring early performance and ensuring a consistent feedback loop  Stay informed on healthcare regulations, privacy requirements (e.g., HIPAA), and call handling best practices  Promote a culture of accountability, learning, and continuous improvement within the center We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 3+ years of experience in a contact center quality assurance role, preferably in a healthcare setting  Deep understanding of call center operations, call flow evaluation, and customer service standards  Familiarity with healthcare workflows and terminology, including revenue cycle or patient access functions  Experience using QA software and contact center technologies (e.g., call recording, speech analytics, CRM, ticketing systems)  Proven ability to analyze data and synthesize actionable insights to improve individual and team performance  Experience supporting new call center launches or rapid scaling initiatives is a plus null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.