Quality Assurance Analyst - Call Center Monitoring

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Analyst - Call Center Monitoring based in the United States.

This remote opportunity is ideal for a quality-focused professional who is passionate about improving customer experiences and operational excellence within a healthcare support environment. In this role, you will evaluate call quality, identify performance trends, and collaborate with leadership to enhance service delivery across patient, provider, and client interactions. You'll play a key role in driving continuous improvement through coaching, reporting, calibration sessions, and quality initiatives. Working in a collaborative and fast-paced setting, you will help ensure high service standards while supporting both internal teams and external stakeholders. This position offers the opportunity to make a meaningful impact on healthcare operations while advancing your expertise in quality assurance and performance management.

• Monitor and evaluate incoming and outgoing calls using established quality standards to ensure exceptional service delivery and compliance.
• Assess advocate performance, document quality observations, and provide actionable feedback that supports ongoing coaching and development.
• Deliver leadership support by answering operational questions, assisting with quality initiatives, and serving as a resource for internal teams and business partners.
• Analyze quality data and prepare weekly and monthly trend reports to identify performance opportunities and recommend process improvements.
• Lead or participate in service improvement projects designed to enhance quality, efficiency, and customer satisfaction.
• Facilitate internal and external calibration sessions to ensure consistent quality evaluation standards across teams and stakeholders.
• Support daily operational activities, including reviewing communications, attending training sessions, distributing evaluations, and participating in virtual and in-person meetings.
• Travel as needed to support business initiatives and collaborative activities.

Requirements

• Bachelor's degree in a related field or 8–11 years of equivalent professional experience.
• 2–5 years of relevant experience in quality assurance, customer service, call center operations, or a related field; an advanced degree may be considered in lieu of some experience.
• Strong background in call monitoring, quality assurance, customer service, or performance evaluation.
• Proficiency with Microsoft Office applications, email platforms, internet-based tools, and general PC operations.
• Excellent verbal and written communication skills with the ability to present findings clearly and professionally.
• Strong analytical, organizational, prioritization, and problem-solving abilities.
• Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
• Leadership capabilities with experience supporting teams or supervising staff preferred.
• High commitment to delivering exceptional service quality and continuous improvement.
• Availability to work Monday through Friday, 8:00 AM to 4:00 PM Eastern Time, with occasional travel as needed.

Benefits

• Remote work opportunity with a flexible work environment.
• Competitive salary package.
• Career advancement and internal promotion opportunities.
• 401(k) retirement plan with company matching.
• Tuition reimbursement for continued education and professional development.
• Generous paid time off program, including discretionary PTO or approximately 20 days of annual PTO.
• Paid company holidays.
• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Telemedicine services and employee wellness programs.
• Employee assistance program.
• Adoption assistance.
• Short-term and long-term disability coverage.
• Life insurance.
• Employee discount programs.