AI Quality & Compliance Specialist, Contact Center

WellDyne; Lakeland (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

WellDyne is seeking a Contact Center Quality Specialist to train, validate, and oversee AI-driven quality monitoring tools used to evaluate call center interactions and eligibility cases within the CRM framework for a pharmaceutical manufacturer foundation. The role ensures AI quality aligns with regulatory and operational standards, including adverse event identification and documentation.

The analyst leads AI calibration sessions, supports internal and external validation audits, and

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

• Refine AI-driven quality models to evaluate call handling, documentation accuracy, and eligibility case processing.
• Validate AI-generated quality scores, insights, and flags to ensure alignment with approved quality standards, SOPs, and regulatory requirements.
• Perform human-in-the-loop reviews of selected calls and cases to verify AI accuracy and identify model gaps or bias.
• Recommend to leadership adjustments to AI scoring logic, thresholds, and evaluation criteria based on validation findings.
• Validate AI reviews of inbound and outbound calls for accuracy, professionalism, compliance, and policy adherence.

Skills

Analytical skills

Attention to detail

Communication

Education

Associate or Bachelor’s degree

Tools

AI quality monitoring tools

Speech analytics platforms

CRM systems

Job description

WellDyne is seeking a Contact Center Quality Specialist to train, validate, and oversee AI-driven quality monitoring tools used to evaluate call center interactions and eligibility cases within the CRM framework for a pharmaceutical manufacturer foundation. The role ensures AI quality aligns with regulatory and operational standards, including adverse event identification and documentation.

The analyst leads AI calibration sessions, supports internal and external validation audits, and