Quality Analyst, Call Center
Core
Evaluate patient interactions (phone, chat, email) and pharmacy workflows to ensure adherence to protocols and identify improvement opportunities.
Role type
Quality Analyst (Call Center)
Builds
Quality assurance reports, calibration standards, and updated training materials
Domain
Healthcare / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
QA evaluation, workflow auditing, trend analysis, stakeholder communication, protocol adherence, calibration facilitation, cross-training
Preferred skills
Healthcare/insurance domain knowledge, precision, analytical thinking
Technologies
None explicitly stated
Responsibilities
Conduct daily QA evaluations on patient interactions and pharmacy workflows; Identify trends and communicate improvement opportunities; Collaborate on best practices and protocol enhancements; Participate in calibration sessions; Serve as subject matter expert for scoring interactions
Seniority
Mid-level, hands-on IC