Call Quality Analyst

Kelly; Orlando (FL); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Kelly is seeking a detail-oriented Call Quality Analyst to support quality, compliance, and patient experience initiatives within a healthcare support environment. This role monitors customer interactions, conducts audits, and supports adverse event reporting while collaborating with leadership to drive continuous improvement.

The ideal candidate has experience in healthcare operations or contact center environments, strong analytical and communication skills, and the ability to work in a hybrid

Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• Minimum of 2 years of experience in healthcare operations, healthcare management, or a healthcare contact center environment.
• Experience monitoring calls, documentation, or quality assurance activities.
• Strong attention to detail and commitment to quality.
• Excellent organizational, analytical, and time management skills.
• Ability to work independently and exercise sound judgment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Monitor and evaluate inbound and outbound customer interactions to ensure quality and compliance standards.
• Conduct objective scoring, calibration, and performance evaluations of team interactions.
• Support patient experience initiatives by identifying trends and recommending process improvements.
• Review program activities to ensure adherence to policies, procedures, and work instructions.
• Monitor and support compliance-related activities, including adverse event reporting and documentation requirements.
• Perform random and scheduled audits of cases, records, and operational processes.
• Analyze findings and provide recommendations to improve efficiency, accuracy, and overall service quality.
• Collaborate with leadership and training teams to support onboarding, ongoing training, and certification programs.
• Identify coaching opportunities and training needs based on quality and performance trends.
• Assist with documentation updates, process improvements, and development of training materials and resources.
• Conduct data reviews and collaborate with internal teams to ensure data accuracy and integrity.
• Develop and analyze quality and compliance metrics for leadership reporting.
• Participate in special projects and continuous improvement initiatives as needed.

Skills

Analytical thinking

Attention to detail

Communication skills

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

We are seeking a detail-oriented Call Quality Analyst to support quality, compliance, and patient experience initiatives within a healthcare support environment. This role is responsible for monitoring customer interactions, conducting audits, ensuring adherence to operational procedures, supporting adverse event reporting processes, and collaborating with leadership to drive continuous improvement.

The ideal candidate will have experience in healthcare operations, quality monitoring, contact center environments, or patient support services, along with strong analytical and communication skills.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer interactions, documentation, and related activities to ensure quality and compliance standards are met.
• Conduct objective scoring, calibration, and performance evaluations of team interactions.
• Support patient experience initiatives by identifying trends and recommending process improvements.
• Review program activities to ensure adherence to established policies, procedures, and work instructions.
• Monitor and support compliance-related activities, including adverse event reporting and documentation requirements.
• Perform random and scheduled audits of cases, records, and operational processes.
• Analyze findings and provide recommendations to improve efficiency, accuracy, and overall service quality.
• Collaborate with leadership and training teams to support onboarding, ongoing training, and certification programs.
• Identify coaching opportunities and training needs based on quality and performance trends.
• Assist with documentation updates, process improvements, and development of training materials and resources.
• Conduct data reviews and collaborate with internal teams to ensure data accuracy and integrity.
• Develop and analyze quality and compliance metrics for leadership reporting.
• Participate in special projects and continuous improvement initiatives as needed.

Qualifications

Required:

• Bachelor's degree or equivalent combination of education and relevant work experience.
• Minimum of 2 years of experience in healthcare operations, healthcare management, or a healthcare contact center environment.
• Experience within the healthcare industry, including pharmacy, patient support services, or related healthcare programs.
• Previous experience monitoring calls, documentation, or quality assurance activities.
• Strong attention to detail and commitment to quality.
• Excellent organizational, analytical, and time management skills.
• Ability to work independently and exercise sound judgment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience analyzing data and implementing process improvements.
• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.

Preferred:

• Experience creating and maintaining standard operating procedures (SOPs).
• Experience developing training materials and supporting cross-functional teams.
• Strong analytical and problem-solving skills.
• Ability to interpret and present data in a clear and meaningful way.
• Experience with adverse event reporting processes within healthcare or pharmaceutical environments.
• Hybrid work environment with a combination of office and remote work.
• Hours: 8 am- 8 pm ET
• This position is currently confirmed through early next year.
• Reliable high-speed internet required for remote work.
• Ability to maintain a professional home office environment.
• Standard business equipment and technology utilized regularly.

What We're Looking For

• Passion for delivering exceptional service and quality outcomes.
• Strong compliance and quality-focused mindset.
• Ability to identify opportunities for operational improvement.
• Collaborative team player with a proactive approach.
• Commitment to accuracy, accountability, and continuous improvement.