Growth Quality Assurance Analyst

New

JobgetherHealthcare

Based in the United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: At least 1 year
Required Skills: Data AnalysisMicrosoft OfficeCustomer serviceQuality Assurance

High school diploma or GED equivalent.
At least 1 year of experience in pharmacy, healthcare, social work, compliance, or quality assurance.
Familiarity with call center operations, KPIs, and quality measurement processes.
Experience using call monitoring systems and quality tracking tools.
Strong analytical skills with excellent attention to detail.
Excellent written and verbal communication abilities.
Strong interpersonal skills with the ability to provide constructive, supportive feedback.
Highly organized and able to manage multiple priorities in a fast-paced environment.
Working knowledge of Microsoft Office and common business productivity tools.
Understanding of customer service best practices in a healthcare environment.
Ability to work a full-time schedule averaging approximately 40 hours per week.
Ability to work effectively in a fully remote environment with required technology.

Monitor and evaluate inbound and outbound calls against quality standards, policies, and compliance requirements.
Assess patient interactions for accuracy, process knowledge, communication effectiveness, and service quality.
Identify knowledge gaps and performance trends, providing actionable feedback to team leaders and customer service representatives.
Develop and refine call scripts, quality scorecards, and evaluation criteria.
Maintain detailed records of quality assessments and performance data to support organizational reporting.
Collaborate with training teams to identify coaching opportunities and participate in calibration sessions.
Participate in new-hire training sessions to explain quality processes and expectations.

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