California Licensed Quality Assurance Analyst

Job Summary

Detail-oriented California Licensed Quality Assurance Analyst will monitor and evaluate customer interactions in a 100% remote position, ensuring adherence to quality standards and compliance for California's Medi-Cal program while collaborating with Quality, Operations, and Training teams to enhance service delivery.

Key responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards and performance expectations
• Analyze quality results and customer interaction trends to identify performance gaps and improvement opportunities
• Prepare quality reports and communicate findings and recommendations to leadership

Required qualifications

• At least 2 years of experience in quality assurance or quality monitoring within a high-volume call center environment
• Experience evaluating customer interactions using established quality standards and performance metrics
• Strong analytical skills with the ability to document and communicate quality findings accurately
• Proficiency with Microsoft Office and experience using CRM or quality monitoring technologies
• Healthcare-related call center experience is preferred