Contact Center Quality Analyst

Job Summary

Contact Center Quality Analyst is a full-time position responsible for auditing member and provider interactions across various contact center channels to ensure compliance with quality standards and regulatory requirements.

Key Responsibilities

• Conduct routine and targeted audits of contact center interactions for quality and compliance
• Analyze audit results to identify performance trends and compliance risks
• Provide actionable feedback to support coaching and performance improvement for agents and supervisors

Required Qualifications and Education

• 2+ years in a contact center QA role, preferably in healthcare or managed care
• Comprehensive knowledge of contact center policies and quality scoring frameworks
• Solid understanding of HIPAA and CMS compliance regulations
• Strong analytical skills with proficiency in Excel or Tableau
• Experience maintaining audit trails and quality records