AI-Driven Contact Center Quality Analyst

HealthDyne, LLC; Lakeland (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

HealthDyne, LLC is seeking a Contact Center Quality Specialist in Lakeland, FL to train, validate, and oversee AI-driven quality tools used for evaluating call center interactions and eligibility cases within the CRM system. You will ensure the AI quality model aligns with regulatory and operational standards, including adverse event handling.

The role involves leading AI calibration sessions, supporting data validation audits, and partnering with Quality, Operations, and Compliance teams to

Qualifications

• Associate or bachelor’s degree (or equivalent experience).
• 2+ years of call center experience, preferably in healthcare, pharmaceutical, patient assistance, or regulated environments.
• Strong analytical skills and high attention to detail.

Responsibilities

• AI Quality Training and Validation: refine AI-driven quality models and validate outputs against standards.
• Call, Case, and Eligibility Oversight: verify AI reviews for accuracy, compliance, and eligibility determinations.
• Adverse Event AI Monitoring: determine standards for AI detection and classification of adverse events.
• Calibration and Governance: lead AI quality calibration sessions and maintain governance docs.
• Audit and Data Validation Support: respond to audits and provide validation evidence and test results.
• Reporting and Continuous Improvement: share AI quality trends and collaborate on improvements.

Skills

Call center experience

Analytical skills

Attention to detail

Regulatory awareness

Education

Associate or Bachelor’s degree

Tools

Quality monitoring tools

Speech analytics platforms

CRM systems

Data validation tools

Job description

HealthDyne, LLC is seeking a Contact Center Quality Specialist in Lakeland, FL to train, validate, and oversee AI-driven quality tools used for evaluating call center interactions and eligibility cases within the CRM system. You will ensure the AI quality model aligns with regulatory and operational standards, including adverse event handling.

The role involves leading AI calibration sessions, supporting data validation audits, and partnering with Quality, Operations, and Compliance teams to