Quality Analyst – Temp

Quality Analyst
Remote
March 24, 2026
Application ends: June 21, 2026

Job Description

REQUIREMENTS

  • High school diploma or GED plus at least 6 months related experience or equivalent combination of education and experience.
  • Minimum of 1 year of call center or application processing experience required.

RESPONSIBILITIES

  • Perform quality checks on application reviews to ensure compliance with Standard Operating Procedures.
  • Perform quality reviews to ensure a high level of customer service.
  • Perform quality checks and audits of inbound and outbound calls to ensure adherence to policies and procedures and a high level of customer service.
  • Perform quality checks on all contact service forms returned ensuring appropriate pricing based on schedules, contracts and member data.
  • Provide feedback on quality review to call center employees and management.
  • Coordinate queue assignments and special data entry projects.
  • Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues.
  • Collaborate with training team to identify training needs and assist with the training for new staff and for procedural changes.
  • Participate in continuous quality improvement initiatives.
  • Serve as a resource to staff regarding quality concerns and assist with escalation requests when Team Leads and supervisors are unavailable.
  • Review various reports to ensure that contact service forms have been resolved timely and accurately.
  • Ensure that the number of quality checks for staff fulfills the required Service Level Agreement.
  • Answer program specific inbound calls or initiate outbound calls to prospective or current customers of the Solix client to initiate a sale/application or expansion of services or to handle a potentially complex request in accordance with program specific guidelines.
  • Run reports from the Quality Management System to identify where additional quality checks are needed and to keep management informed of current trends.
  • Must attend all program training for programs supported.

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