Growth Quality Assurance Analyst

Accountabilities:

• Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards, policies, procedures, and compliance requirements.
• Assess patient interactions for communication effectiveness, product and process knowledge, accuracy, problem-solving, and overall service quality.
• Apply established scorecard guidelines consistently and objectively when evaluating interactions.
• Review verbal and written communications to identify quality, accuracy, and compliance issues.
• Identify knowledge gaps, performance opportunities, and recurring issues, then share actionable trends and insights with team leaders.
• Analyze call quality trends and patterns and recommend strategies to address recurring issues.
• Develop deep expertise in the patient onboarding process, from referral through completion of the required assessment.
• Verify that information communicated to patients and documented in internal systems is accurate and consistent.
• Complete the required volume of quality reviews and meet established performance and productivity targets.
• Monitor and evaluate the performance of referral partners and outreach campaigns.
• Maintain detailed records of quality assessments, evaluation results, and performance data to support accurate reporting.
• Participate in new-hire training sessions to explain quality processes, standards, and expectations.
• Provide timely, constructive, and supportive feedback to customer service representatives and supervisors.
• Collaborate with training teams to identify coaching opportunities and recommend areas for further development.
• Support the creation and refinement of call scripts, quality scorecards, evaluation criteria, and related processes.
• Participate in quality calibration sessions to promote consistency and objectivity across evaluations.
• Contribute to continuous improvement initiatives by sharing data-driven recommendations and operational insights.
• Maintain open communication with management and contribute positively to team objectives and organizational values.
• Perform other related responsibilities as assigned based on business and departmental needs.

Requirements:

• High school diploma or GED equivalent required.
• At least 1 year of experience in pharmacy, healthcare, social work, compliance, quality assurance, or a related field.
• Familiarity with call center operations, KPIs, performance metrics, and quality measurement processes.
• Experience using call monitoring systems and quality tracking tools.
• Strong listening skills and excellent written and verbal communication abilities.
• Ability to provide constructive feedback in a positive, respectful, and supportive manner.
• Strong analytical skills with excellent attention to detail and accuracy.
• Highly organized and able to manage multiple assignments, deadlines, and priorities in a fast-paced environment.
• Process-oriented mindset with a strong commitment to consistency and quality.
• Ability to work independently with limited supervision while also contributing effectively within a team.
• Strong collaboration, facilitation, presentation, and interpersonal skills.
• Working knowledge of Microsoft Office and common business productivity tools.
• Demonstrated reliability in meeting deadlines and completing required quality reviews and special projects.
• Understanding of customer service best practices and their application in a healthcare environment.
• Prior call center or customer service experience with a focus on quality assurance is preferred, particularly 1–2 years of experience.
• Experience with CRM platforms and call center software is a plus.
• Fluency in both English and Spanish is a plus but not required.
• Ability to work a full-time schedule averaging approximately 40 hours per week and accommodate occasional work outside standard business hours when needed.
• Ability to work effectively in a fully remote environment with the required technology and connectivity.

Benefits:

• Full-time remote position with a target schedule of approximately 40 hours per week.
• Medical, dental, and vision insurance for eligible full-time employees.
• Medical, dental, and vision coverage effective from the first day of the month following the date of hire.
• Flexible Spending Account (FSA) options.
• Company-paid life insurance.
• Company-paid short-term disability coverage.
• Additional voluntary benefit options.
• 401(k) retirement plan.
• Paid time off.
• Paid holidays.
• Opportunity to contribute to healthcare quality and improve the experience of patients with complex and chronic needs.
• Collaborative environment with opportunities to work closely with quality assurance, customer service, training, and leadership teams.
• Remote flexibility and the opportunity to contribute to process improvement initiatives across a growing healthcare operation.