Impactful Contact Center QA Analyst I (Full-Time)

University of Miami; United States; Remote; USD 40,000 - 62,000; Full time

Job summary

The University of Miami/UHealth Connect invites applications for a Full Time Contact Center Quality Analyst 1 in Medley. The analyst will monitor calls across scheduling, registration, paging, and patient accounts to ensure quality and clinical accuracy.

Responsibilities include providing feedback, supporting managers, preparing KPI dashboards, and assisting in training new agents during peak times while maintaining high service standards across diverse patient populations.

Qualifications

• High School diploma or equivalent.
• Minimum 1 year of relevant experience.
• Ability to communicate effectively in written and verbal form.
• Bi-lingual knowledge a plus.
• Ability to communicate effectively with physicians and professional staff.
• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.

Responsibilities

• Monitors agent calls for quality assurance across Scheduling & Registration QA, Contact Center QA, and Patient Accounts QA.
• Provides objective feedback and supports managers in identifying strengths and opportunities for each agent.
• Completes weekly Agent Scorecards with KPI metrics and QA results.
• Assists in training and coaching new agents on role-specific requirements and skills.
• Provides operational support for appointment scheduling, registration, paging, and patient account calls during peak periods.
• Adheres to University policies and safeguards University assets.

Skills

Communication

Bilingual

Patient service

Education

High School diploma or equivalent

Job description

The University of Miami/UHealth Connect invites applications for a Full Time Contact Center Quality Analyst 1 in Medley. The analyst will monitor calls across scheduling, registration, paging, and patient accounts to ensure quality and clinical accuracy.

Responsibilities include providing feedback, supporting managers, preparing KPI dashboards, and assisting in training new agents during peak times while maintaining high service standards across diverse patient populations.