AI-Driven Call Quality Analyst

Acentra; Northern (KY); Hybrid; USD 61,000 - 62,000; Full time

Job summary

Acentra Health is seeking a Call Quality Analyst to join our growing team. The QA Analyst evaluates and standardizes interaction quality across multiple federal and state programs, spanning voice and digital channels, and drives enterprise‑wide continuous improvement using contact center platforms and AI tools.

The role performs call/chat evaluations, facilitates calibrations, and translates insights from AI analytics into actionable coaching and process fixes.

Qualifications

• Experience supporting quality assurance for federal or state government contracts, healthcare payers/providers, Medicaid or other highly regulated public-sector service environments.
• Requires a high school diploma and 3 years Call Center Experience
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivator and self-starter.
• Familiarity with AI powered contact center analytics (sentiment/intent, call drivers, AI summaries) and ability to translate findings into coaching.
• Strong verbal/written communication, active listening, analytical skills, and time management in a fast paced environment.
• Must be able to effectively communicate with people at all levels.

Responsibilities

• Establish and maintain standardized QA frameworks, evaluation criteria, and calibration practices across federal and state government contracts to ensure consistency, audit readiness, and contractual compliance.
• Use AI powered analytics to review sentiment, intent classification, toxic language flags, contact drivers, and escalation reasons; validate AI summaries against interaction content.
• Assess quality across voice, chat, SMS, email, and social/digital channels; verify continuity of context and correct handoffs to CSRs.
• Evaluate sentiment, demeanor, empathy, technical accuracy, compliance, and policy adherence; confirm correct use of dispositions and documentation standards.
• Analyze self-service containment vs. escalation performance and advise on dialog or workflow improvements in AI agents.
• Partner with Ops/Training to tune prompt libraries, knowledge sources, and response templates to improve accuracy and reduce handle time.
• Define and evolve QA metrics aligned to enterprise maturity goals
• Contribute to knowledgebase curation and scenario libraries for simulations and UAT.
• Uses quality monitoring data management system ) to compile and track performance at team and individual level.
• Provides actionable data for follow-up on voice/chat/SMS/ audits to various internal support groups as needed.
• Lead regular enterprise calibration sessions with supervisors and trainers to align scoring interpretation and quality standards across programs; publish trend reports by team and contract with recommended coaching and process actions Prepare and analyze internal and external quality reports (weekly/monthly/QBR) for leadership and government stakeholders, including QA scores, sentiment/intent trends, containment, transfer reasons, and contractual performance indicators.
• Investigate quality outliers across contracts, assessing potential compliance, operational, or AI‑related risk, and coordinating remediation with Ops, Training, WFM, and IT.
• Data driven decision making and action plans; comfort with dashboards and QA trend analysis.
• Perform other duties as assigned.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Skills

Quality assurance

Call Center Experience

Verbal and written communication

AI analytics familiarity

Coaching and training

Education

High School Diploma

Tools

Genesys

Agent assist tools

Job description

Acentra Health is seeking a Call Quality Analyst to join our growing team. The QA Analyst evaluates and standardizes interaction quality across multiple federal and state programs, spanning voice and digital channels, and drives enterprise‑wide continuous improvement using contact center platforms and AI tools.

The role performs call/chat evaluations, facilitates calibrations, and translates insights from AI analytics into actionable coaching and process fixes.