Quality Assurance Analyst

Job Summary

Ensuring high standards of telephonic customer service, the full-time remote Growth Quality Assurance Analyst will monitor call interactions, evaluate performance metrics, and collaborate with leadership to enhance quality processes and training materials.

Key responsibilities:

• Monitor and assess inbound/outbound calls for adherence to quality standards and compliance
• Evaluate patient interactions and provide insights on agent performance and areas for improvement
• Collaborate with training teams to recommend coaching opportunities and assist in developing quality assessment tools

Required qualifications:

• High school diploma or GED equivalent required
• 1-3 years of experience in pharmacy, health care, compliance, or quality assurance
• Familiarity with call center operations, KPIs, and performance metrics
• Proficiency in using call monitoring systems and quality tracking tools
• Prior experience in a call center or customer service environment focused on quality assurance is preferred