Quality Assurance Analyst

Job Summary

Evaluating and improving customer care performance, the remote Quality Assurance Analyst will monitor call center interactions, develop quality scorecards, and deliver actionable insights to ensure adherence to service standards and regulatory requirements.

Key responsibilities

• Collaborate with leadership to develop and maintain customer care quality scorecards to evaluate agent performance
• Conduct quality evaluations of recorded and live customer interactions, ensuring compliance with internal guidelines
• Analyze QA data to identify trends and improvement opportunities, providing performance reporting to drive quality enhancements

Required qualifications

• 4+ years of experience in call center operations, with at least 2 years in Quality Assurance or training
• Preferred experience in PBM or healthcare call center operations
• Bachelor's degree preferred or equivalent experience
• Knowledge of HIPAA and Privacy Rule regulations
• Strong analytical and organizational skills with the ability to work independently