Quality Assurance Analyst - Call Center Monitoring

Overview

This remote position is for a quality-driven professional located in the United States who will support healthcare operations by monitoring call interactions, spotting performance patterns, and working with leaders to improve the experience for patients, providers, and clients. The role focuses on strengthening service quality through coaching, reporting, calibration work, and broader improvement efforts in a fast-moving collaborative environment.

This role is posted through a partner company that will handle applications and all subsequent hiring steps.

Key responsibilities

• Review both inbound and outbound calls against defined quality benchmarks to confirm high service standards and compliance.
• Evaluate advocate performance, record quality findings, and share practical feedback that helps strengthen coaching and development.
• Support leadership by responding to operational questions, contributing to quality programs, and acting as a go-to resource for internal teams and business partners.
• Study quality metrics and prepare weekly and monthly trend analysis to highlight improvement opportunities and suggest process changes.
• Take part in or lead service enhancement projects aimed at improving quality, efficiency, and customer satisfaction.
• Run or attend calibration sessions with internal and external stakeholders to keep evaluation standards aligned.
• Assist with day-to-day operations such as reviewing communications, joining training, distributing evaluations, and attending virtual or onsite meetings.
• Travel when required to support business needs and collaborative activities.

Requirements

• A bachelor's degree in a related discipline, or 8 to 11 years of equivalent professional experience.
• Between 2 and 5 years of experience in quality assurance, customer service, call center operations, or a similar area; an advanced degree may substitute for part of the experience requirement.
• Solid hands-on experience with call monitoring, QA processes, customer service, or performance assessment.
• Comfort using Microsoft Office, email tools, web-based systems, and general PC applications.
• Strong spoken and written communication skills with the ability to present insights clearly and professionally.
• Good analytical thinking, organization, prioritization, and problem-solving skills.
• Ability to work autonomously while juggling multiple priorities in a busy environment.
• Leadership strengths, with prior experience supporting teams or supervising others preferred.
• Strong commitment to service quality and ongoing improvement.
• Availability to work Monday to Friday from 8:00 AM to 4:00 PM Eastern Time, with occasional travel as needed.

Benefits

• Fully remote work arrangement with flexibility.
• Competitive compensation package.
• Opportunities for career growth and internal advancement.
• 401(k) plan with employer match.
• Tuition reimbursement for education and professional development.
• Paid time off that may be discretionary or around 20 days annually.
• Paid company holidays.
• Medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Telemedicine access and wellness programs.
• Employee assistance program.
• Adoption support.
• Short-term and long-term disability insurance.
• Life insurance.
• Employee discount programs.

Additional information

This opportunity is part of a partner-led hiring process. Applications are reviewed through an AI-supported matching workflow designed to surface top-fitting candidates for the employer. Shortlisted profiles are passed to the hiring company, which manages interviews, assessments, and final decisions.

By applying, candidates acknowledge that personal data will be processed to assess candidacy and shared with the hiring employer under applicable data protection principles. AI tools may be used to support parts of the recruitment workflow, such as resume review and response analysis, but final decisions are made by people.