Quality Assurance Analyst

Job Description

REQUIREMENTS

• 6+ months of experience in a call center QA, coaching, or evaluation role, along with some prior phone/call-handling experience (healthcare or patient-facing environment strongly preferred).
• Strong active listening skills and ability to assess tone, rapport, and professionalism across calls, chats, texts, and emails, and ability to provide constructive feedback.
• Comfort working with structured scoring rubrics and translating them into written, behavior-specific feedback.
• Solid oral and written communication skills. Coaching notes must be clear enough for an agent to act on independently.
• Proficiency with spreadsheets (Excel or Google Sheets) and ability to learn call-scoring and QA tracking platforms.
• High attention to detail and consistency, especially when scoring across a high volume of multichannel interactions.
• Ability to work independently and stay objective and unbiased when evaluating agent performance.
• Flexibility and willingness to adjust based on client need.
• Excellent computer skills including strong typing ability, multi-tasking such as talk and type simultaneously.
• Preferred CRM experience or other database data entry experience.
• Desire to learn, grow and contribute your perspective and ideas on a daily basis.
• Team focused, but ability to work independently with a strong drive for achievement.

RESPONSIBILITIES

• Build authentic relationships and be a part of a supportive gratitude-filled team.
• Help elevate the patient experience, by providing valuable insights.

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