Quality Control Monitor / Telephone Survey Interview Monitor

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

📋 Description

• Oversee live CATI interviews to ensure adherence to approved scripts, survey protocols, quality standards, privacy regulations, crisis escalation procedures, and data collection protocols.

• Assess recorded interviews, CATI system usage, disposition codes, callback scheduling, respondent tracking, and documentation for compliance.

• Analyze interviewer performance utilizing project-specific quality monitoring forms and scorecards.

• Record monitoring outcomes and uphold quality assurance documentation, metrics, logs, coaching activities, and corrective action strategies.

• Detect trends impacting data quality, response rates, retention rates, and interviewer effectiveness.

• Provide immediate and post-monitoring feedback while coaching interviewers on rapport-building, respondent engagement, refusal avoidance, and interviewing strategies.

• Facilitate refresher training, assist with onboarding and certification processes, and create personalized coaching plans.

• Assess Veteran interactions for dignity, respect, sensitivity, professionalism, informed consent, and voluntary participation.

• Monitor participant distress levels and ensure compliance with Veterans Crisis Line (988, Press 1) escalation procedures.

• Guarantee timely documentation and notification regarding participant safety concerns and crisis situations.

• Review crisis occurrences, support post-incident evaluations and corrective measures, and alert leadership about significant protocol deviations.

• Ensure adherence to HIPAA, Human Subjects Protection, VA privacy, information security, and CATI system guidelines.

• Safeguard PII and PHI while maintaining secure quality monitoring documentation.

• Engage in audits and quality assessments.

• Compile quality monitoring reports, summaries, and recommendations for project leadership, CATI study manager, and Clinical Director.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• At least two years of experience in CATI survey or call center quality assurance, interviewer supervision, healthcare quality monitoring, or customer experience quality monitoring.

• Experience in conducting or overseeing telephone interviews on sensitive or personal topics is essential.

• Familiarity with structured quality review forms and performance evaluation systems is required.

• Proven experience in providing coaching and performance feedback.

• Strong understanding of CATI interviewing procedures and survey research methodologies.

• Excellent listening and evaluation capabilities.

• Ability to identify interviewer strengths and performance gaps effectively.

• Strong written and verbal communication abilities.

• Capacity to deliver constructive coaching and corrective feedback.

• Keen attention to detail is necessary.

• Ability to recognize potential respondent safety issues.

• Capability to manage confidential information appropriately.

• Proficiency with CATI platforms such as Voxco, Forsta, Blaise, Qualtrics, or similar systems.

• Proficiency in Microsoft Office applications.

• Residing in the greater Tampa Bay Florida area is required.

• A private, quiet, dedicated workspace free from distractions for confidential monitoring tasks is essential.

• Reliable high-speed internet connection that supports CATI systems, voice communications, quality monitoring software, and video conferencing is necessary.

• Internet access must be available during scheduled shifts; the candidate is responsible for the costs of internet service.

• A contingency plan for temporary internet disruptions must be in place.

• U.S. citizenship is required; citizenship must be verified via I-9/E-Verify.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Life and disability insurance.

• Employer-matched 401(k) retirement plan.

• Paid Time Off.

• Parental Leave.

• Bereavement Leave.

• Opportunities for Professional Development.

• Remote/work-from-home setup.

• Availability of split shifts.

• Additional hours may be offered periodically.