Healthcare QA Systems Analyst - Contact Center Excellence

NYC Health + Hospitals; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

NYC Health + Hospitals in New York City seeks a Contact Center Quality Analyst to ensure a consistently excellent patient experience. You will monitor calls, score interactions, and drive improvements across ambulatory and hospital services.

Collaborate with QA teams and operations to calibrate agents, report trends, and support training. Familiarity with Calabrio and Epic, strong data skills, and healthcare contact center experience are preferred.

Qualifications

• Bachelor degree in a relevant field required.
• Experience analyzing quality data and improving processes.
• Healthcare or contact center quality background preferred.

Responsibilities

• Monitor calls and score against standards.
• Identify trends and recommend improvements to patient experience.
• Maintain a flexible work schedule based on business needs.
• Lead calibrations and QA meetings with teams.
• Support new hire QA training and onboarding.
• Ensure QA reporting and communications meet requirements.
• Escalate policy infractions to management.
• Analyze data to identify opportunities and present findings.
• Perform other duties as assigned by QA leadership.

Skills

Quality auditing

Data analysis

Communication skills

Leadership

Attention to detail

Change management

Report writing

Healthcare/Contact Center exp

Calabrio knowledge

Epic

MS Office Suite

Ambulatory care ops

Education

Bachelor's degree in a relevant field

Master's degree in related field

Satisfactory combination of education, training and experience

Tools

Calabrio (Quality Evaluation Software)

Epic

MS Office Suite (Excel, Word, PowerPoint)

Job description

NYC Health + Hospitals in New York City seeks a Contact Center Quality Analyst to ensure a consistently excellent patient experience. You will monitor calls, score interactions, and drive improvements across ambulatory and hospital services.

Collaborate with QA teams and operations to calibrate agents, report trends, and support training. Familiarity with Calabrio and Epic, strong data skills, and healthcare contact center experience are preferred.