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.