Contact Center Quality Analyst

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

📋 Description

• Perform routine and targeted audits of contact center interactions to assess compliance with quality standards, workflows, and regulatory requirements.

• Ensure that all audited interactions and documentation adhere strictly to HIPAA, CMS guidelines, internal policies, and quality documentation standards.

• Consistently apply standardized, objective evaluation criteria and quality scoring methodologies across all types of interactions and market segments.

• Analyze audit outcomes and interaction data to recognize emerging performance trends, recurring compliance risks, and systemic process bottlenecks.

• Document all audit findings, quality scores, and supporting evidence in the tracking system; maintain records that are ready for internal and external audits.

• Actively engage in calibration sessions to ensure inter-rater reliability and alignment of scoring across all QA teams.

• Deliver timely, constructive, and actionable feedback to facilitate coaching, training, and performance enhancement for agents and supervisors.

• Elevate critical quality or compliance concerns, potential violations, or systemic errors to the appropriate leadership in accordance with established protocols.

⛳️ Requirements

• Minimum of 2 years of experience in a contact center QA role, ideally within a healthcare or managed care setting.

• Extensive knowledge of contact center policies, procedures, and quality scoring frameworks.

• Strong understanding of HIPAA, CMS, and TDI compliance regulations with the ability to apply them within auditing contexts.

• Excellent analytical skills; proficient in Excel or Tableau for data analysis and root cause identification.

• Outstanding written and verbal communication skills, including clear documentation and professional escalation abilities.

• Keen attention to detail; experience in maintaining audit trails and quality records.

• Objectivity and fairness in evaluations; capable of articulating and defending scoring rationale.

• High learning agility; demonstrated ability to work independently in a fast-paced, ambiguous environment.

• Preferred experience in auditing within a payvider, ACO, or value-based care contact center.

• Familiarity with HEDIS, Star Ratings, or URAC/NCQA accreditation standards.

• Knowledge of grievance, appeals, and prior authorization workflows.

• Experience with Athena or similar EHR/CRM platforms.

• Bilingual: English / Spanish.

🏝️ Benefits

• Opportunity to shape Harbor Health's contact center quality program from its inception — your standards will influence how we serve our members.

• Collaborative, cross-functional environment connecting QA, compliance, clinical, and operations teams.

• An organization composed of individuals dedicated to transforming healthcare for underserved communities in Texas.

• Competitive salary and benefits package.

• Opportunities for professional development and career growth as Harbor expands its operations.

• A transparent startup culture that values your expertise and perspective.