AI-Driven Call Quality Analyst for Government Programs

Acentra Health

United States

On-site

USD 61,000 - 62,000

Full time

11 days ago

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Benefits offered by this job

Health plans

Paid time off

Retirement savings

Wellness program

Educational assistance

Job summary

Acentra Health is seeking a Call Quality Analyst to standardize QA across federal and state government programs, spanning voice and digital channels. You will leverage AI analytics to drive improvements, calibrate scoring, and ensure compliance across contracts.

The role partners with Ops/Training to enhance quality processes and training materials. The QA Analyst will lead enterprise calibration sessions, prepare weekly/monthly QA trend reports, and support governance with actionable coaching

Qualifications

Experience supporting QA for federal/state government contracts or healthcare payers/providers.
High school diploma and 3 years call center experience.
Excellent verbal and written communication skills.
Ability to translate findings into coaching and process improvements.
Familiarity with AI-powered contact center analytics and AI summaries.

Responsibilities

Establish standardized QA frameworks and calibration across programs.
Review sentiment, intent, and escalation drivers using AI analytics.
Evaluate quality across voice, chat, SMS, email, and social channels; ensure context and handoffs.
Assess dispositions, documentation standards, and policy adherence.
Tune prompts, knowledge sources, and templates with Ops/Training.
Define QA metrics aligned to enterprise maturity and prepare reports for leadership.