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.
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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. The EEOC "Know Your Rights" Poster is available here.

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