Call Quality Analyst

Overview of Position: The Call Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure service excellence, compliance, and adherence to company standards. This position reviews recorded calls, identifies performance trends, and provides feedback to support employee development and continuous improvement initiatives. The Call Quality Analyst works closely with management and training teams to enhance customer experience, improve operational efficiency, and maintain quality assurance standards across the organization.

Qualifications:

• High school diploma or GED required; associate or bachelor's degree in Business, Communications, Healthcare Administration, or related field preferred
• Minimum of 1-3 years of customer service, call center, quality assurance, or related experience preferred
• Knowledge of quality assurance standards, customer service practices, and performance metrics

Knowledge/Skills:

• Strong verbal and written communication skills
• Excellent listening and analytical skills with strong attention to detail
• Ability to evaluate calls objectively and provide constructive feedback
• Strong organizational and time management abilities
• Ability to identify trends, performance gaps, and areas for improvement
• Professional demeanor with strong interpersonal skills.

Essential Job Functions:

• Monitor and evaluate recorded customer calls for quality assurance and compliance standards
• Review customer interactions to assess professionalism, accuracy, and customer service performance
• Complete quality assurance scorecards and maintain detailed evaluation records
• Provide feedback and recommendations to supervisors and team members regarding performance improvement opportunities
• Identify trends, recurring issues, and areas requiring additional coaching or training
• Ensure adherence to company policies, procedures, and regulatory guidelines
• Collaborate with management and training staff to improve customer experience and operational efficiency
• Maintain the confidentiality of customer and employee information
• Participate in calibration sessions and team meetings to ensure scoring consistency and quality standards
• Assist with additional administrative or departmental duties as assigned
• Works in collaboration with the Guest Experience Manager to build monthly call quality reports
• Works in collaboration with the Guest Experience Manager on suggestive scripting or process updates to improve the patient experience
• Work in collaboration with the Guest Experience Manager to identify trends and action plan needs for improvement in customer service/guest experience

Physical Requirement: Hearing: Adequate to perform job duties in person and over the telephone. Speaking: Must be able to communicate clearly to patients in person and over the telephone. Vision: Visual acuity adequately to perform job duties, including reading information from printed sources and computer screens. Other: Requires occasional lifting and carrying items weighing up to 10 pounds unassisted in normal daily activities and up to 30 lbs. for other required work activities. Additionally, requires frequent bending, reaching, and repetitive hand movements (especially if keyboarding and writing), standing, walking, squatting, and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift.

Normal business hours are 8:00 am to 5:00 pm Monday-Friday. Schedule determined by supervisor based on the needs of the department, position, and program requirements. Other hours and/or days as needed for program activities.