Quality Monitoring Analyst
Core
Conduct quality monitoring of calls and data cases for a biotechnology company's program team, providing feedback and coaching to call center staff.
Role type
Quality Monitoring Analyst (Healthcare Engagement)
Builds
Quality assurance reports and feedback loops for call center operations
Domain
Healthcare / Biotechnology / Patient Solutions
Deliverable
dashboards & analysis
Required skills
Quality monitoring, HIPAA compliance, data case review, call monitoring, performance trend analysis, one-on-one coaching, training delivery, process improvement
Preferred skills
RN license, training and coaching experience, Microsoft Office proficiency
Technologies
Excel, Outlook, Word, PowerPoint, Quality Management System
Responsibilities
Conduct quality monitoring of calls and data cases using guidelines; Document and score reports in the Quality Management System; Attend calibration sessions with client and program management; Identify and communicate quality performance trends; Provide one-on-one coaching to staff; Develop and deliver quality-related training; Partner with leadership to improve processes; Assist with quality activities and reporting.
Seniority
Individual Contributor
