Call Center Quality Assurance Analyst

Job Summary

Detail-oriented and analytical, the remote Call Center Quality Assurance Analyst will monitor and evaluate customer interactions to ensure compliance and enhance the customer experience while supporting Oklahoma's Medicaid program.

Key responsibilities

• Monitor and evaluate customer interactions for adherence to quality standards and performance expectations
• Complete quality evaluations and document findings to identify opportunities for improvement
• Analyze quality results and trends to identify performance gaps and participate in calibration sessions

Required qualifications

• At least 2 years of experience in quality assurance or monitoring within a high-volume call center environment
• Experience with evaluating customer interactions using established quality standards and performance metrics
• Strong analytical skills with the ability to document and communicate quality findings effectively
• Proficiency in Microsoft Office and familiarity with CRM or quality monitoring technologies
• Preferred experience in healthcare, Medicaid, or Medicare call center environments