Contact Center Quality Analyst

Job Summary

Supporting a dynamic contact center environment, the full-time Contact Center Quality Analyst will monitor agent calls for quality assurance, provide feedback, and assist in training while working remotely.

Key responsibilities

• Monitors agent calls for quality assurance, focusing on telephone etiquette, registration accuracy, and clinical triage
• Completes weekly Agent Scorecards that include Key Performance Indicator (KPI) metrics and quality monitoring results
• Provides operational support during peak call traffic periods, handling appointment scheduling and patient account inquiries

Required qualifications

• High School diploma or equivalent
• Minimum 1 year of relevant experience
• Broad and deep knowledge of contact center operations and quality assurance processes
• Ability to interact effectively with patients of diverse backgrounds and needs
• Experience in training and coaching new agents