State Licensed QA Specialist

Job Summary

Supporting the Quality Assurance Team within the Call Center, the full-time remote State Licensed QA Specialist will manage internal audits, call quality monitoring, and QA data analysis while collaborating with Operations, Compliance, and Case Management teams to enhance quality assurance processes.

Key Responsibilities

• Plan and execute risk-based internal audits, track findings, and present results to improve call center KPIs
• Monitor and score calls using speech analytics, analyze QA data trends, and build reporting dashboards for leadership
• Provide real-time QA oversight, coach teams on quality behaviors, and manage the CAPA process for effective resolutions

Required Qualifications

• 2-5 years of experience in Quality Assurance within a call center or related environment
• Working knowledge of Board of Pharmacy and FDA requirements related to patient-facing calls
• Hands-on experience with call quality monitoring and CAPA investigations
• Experience with speech analytics platforms and quality management systems
• Strong data fluency and ability to build and interpret QA trend reports and dashboards