Remote Call Quality & Compliance Analyst I

Spectraforce Technologies; Jacksonville (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Spectraforce Technologies is seeking a Performance & Compliance Analyst I for a 2-month remote assignment in Jacksonville, FL. The role focuses on monitoring and scoring calls across Medicare and Under 65 lines, compiling results for coaching and improvement initiatives.

You will provide ongoing feedback, develop QC reports, and support training materials for staff, with monthly calibration sessions for leads and supervisors.

Qualifications

• Strong written and oral English communication skills.
• Ability to multi-task and work independently using telephone, headset, and computer.
• Strong analytical, organizational, and time-management skills.
• Maintain confidentiality and professionalism with all staff levels.
• Working knowledge of call center software.
• Strong PC skills including Microsoft Office and Internet navigation.
• Experience improving customer experience.
• Knowledge of product or client compliance procedures.

Responsibilities

• Monitor and evaluate Medicare calls/chats using scoring tools and provide feedback.
• Monitor and evaluate Under 65 calls/chats and provide feedback.
• Audit external Client Calls/Chats for Medicare and Under 65 lines of business to ensure quality.
• Provide data to management for improvement of call handling and maintain quality reports.
• Coordinate call calibration for Team Leads, Supervisors, and Managers monthly or bi-monthly.
• Create, define and implement opportunities for refresher training.
• Present training materials in one-on-one or classroom settings.
• Perform other duties as assigned.

Skills

English communication

Multitasking

Analytical skills

Time management

Confidentiality

MS Office

Call center software

Customer experience

Education

High school diploma or GED

Tools

Call center software

Job description

Spectraforce Technologies is seeking a Performance & Compliance Analyst I for a 2-month remote assignment in Jacksonville, FL. The role focuses on monitoring and scoring calls across Medicare and Under 65 lines, compiling results for coaching and improvement initiatives.

You will provide ongoing feedback, develop QC reports, and support training materials for staff, with monthly calibration sessions for leads and supervisors.