Call Center Quality Assurance Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Assess and review customer interactions to ensure compliance with quality standards, client specifications, policies, procedures, and performance expectations.

• Conduct quality evaluations and document findings along with opportunities for enhancement.

• Analyze quality outcomes and trends in customer interactions.

• Identify recurring challenges, performance deficiencies, and areas for improvement.

• Engage in calibration sessions to foster consistency in evaluations, scoring, and the interpretation of standards.

• Generate quality reports and relay trends, findings, and recommendations to Quality and Operations leadership.

• Collaborate with Quality, Operations, and Training teams on coaching, process enhancements, and ongoing improvement initiatives.

• Assist in supporting California's Medi-Cal program and contact center operations.

⛳️ Requirements

• A minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center setting.

• Familiarity with evaluating customer interactions based on established quality standards, scorecards, and performance metrics.

• Experience in participating in calibration sessions and recognizing quality trends, performance deficiencies, and areas for improvement.

• Strong analytical abilities and meticulous attention to detail.

• Capability to accurately document and communicate quality findings.

• Excellent written, verbal, and interpersonal communication skills.

• Proficient in Microsoft Office.

• Experience with CRM, quality monitoring, reporting, or other contact center technologies.

• Preferred experience in healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call centers.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.