Growth Quality Assurance Analyst

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

📋 Description

• Oversee and evaluate both inbound and outbound calls to ensure compliance with quality standards, policies, and procedures.

• Assess patient interactions and complete evaluations that reflect agent performance, communication skills, product knowledge, and problem-solving abilities.

• Implement scorecard guidelines to consistently and objectively categorize interactions.

• Assess quality and compliance through both verbal and written communications.

• Recognize areas for improvement or knowledge gaps and provide trends and insights to team leaders.

• Detect trends and patterns in call quality and devise strategies to address concerns.

• Become a subject matter expert in the onboarding process for new patients, from referral to completed assessment.

• Ensure the accuracy of verbal patient communications and the information recorded in systems.

• Meet management-defined key performance metrics, including the required number of call reviews per team member.

• Monitor and assess the performance of referral partners and campaigns.

• Keep detailed records of quality assessments and performance and prepare reports accordingly.

• Participate in new-hire training sessions to instruct new employees on the quality assurance process.

• Offer timely and constructive feedback to call-center agents and supervisors.

• Collaborate with the Training department to suggest coaching and development opportunities.

• Assist in the creation of call scripts, quality scorecards, and evaluation metrics.

• Take part in quality-assurance calibration sessions.

• Support ongoing improvements in the call center.

• Maintain open communication with management.

• Uphold AnewHealth’s Core Values.

• Execute other duties as assigned.

⛳️ Requirements

• High school diploma or GED equivalent is required.

• 1–3 years of experience in pharmacy, health care, social work, compliance, quality assurance, or related fields.

• Familiarity with call-center operations, KPIs, and performance metrics.

• Proficiency in call-monitoring systems and quality-tracking tools.

• Excellent listening and written communication skills.

• Working knowledge of the Microsoft Office suite.

• Ability to meet deadlines for assignments and special projects.

• Capacity to work independently with minimal supervision.

• Strong oral, written, facilitation, presentation, and collaboration skills.

• Process-oriented with a keen attention to detail.

• Team player, supportive of others' success.

• Ability to provide constructive feedback in a positive and supportive manner.

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Capability to work both independently and collaboratively as part of a team.

• Understanding of customer-service best practices.

• Strong analytical skills and meticulous attention to detail.

• Preferred: 1–2 years of experience in call-center or customer-service roles focused on quality assurance.

• Familiarity with CRM systems and call-center software.

• Proficiency in English and Spanish is a plus, but not mandatory.

• Must be eligible to work in the United States.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible spending account.

• Company-paid life insurance.

• Short-term disability.

• Voluntary benefits.

• 401(k).

• Paid Time Off.

• Paid holidays.

• Remote work options.

• Equal employment opportunity and an inclusive work environment.

• Drug-free workplace.