Quality Assurance Business Analyst

Job Description

REQUIREMENTS

• HS Diploma.
• 2+ years experience in Quality Monitoring, Quality Assurance, or a related oversight or compliance function.
• Demonstrated understanding of regulatory and contractual requirements and established escalation pathways.
• Ability to clearly explain, justify, and defend quality assessments and scoring decisions.
• Strong written and verbal communication skills.
• Ability to manage workload across multiple programs, priorities, and deadlines.
• Must reside in country where the job is posted.

Core Competencies

• Strong attention to detail when reviewing interactions, applying rubrics, documenting findings, and validating reporting inputs.
• Sound judgment when identifying quality concerns, compliance risks, coaching opportunities, and items requiring escalation.
• Documentation discipline, including clear comments, consistent scoring rationale, and accurate support for audit readiness or client review.
• Ability to interpret quality data, identify trends, and connect evaluation findings to operational improvement opportunities.
• Professional communication with Operations, Training, Quality Monitoring leadership, and other cross-functional partners.
• Ability to receive feedback, apply calibration alignment, and adjust evaluation approach when standards or program expectations are clarified.

Preferred

• Associate degree or bachelor’s degree preferred.
• Experience supporting client-specific or program-specific calibration activities.
• Experience contributing to quality trend analysis and program oversight reporting.
• Ability to independently handle complex or ambiguous quality or compliance scenarios.
• Familiarity with centralized quality platforms or reporting tools, such as NICE, Verint, dashboards, or data-driven reporting environments.

RESPONSIBILITIES

• Evaluate patient services interactions using approved Quality Monitoring frameworks and program-specific quality rubrics.
• Apply quality standards consistently and document clear, defensible scoring rationales.
• Identify, document, and escalate compliance risks, including Adverse Events, Product Complaints, and privacy concerns, contractual compliance concerns, and other reportable issues in accordance with established procedures.
• Contribute actionable insights to support agent coaching and operational improvement, aligned to quality findings.
• Participate in calibration activities, as applicable, and apply alignment updates to ensure scoring consistency.
• Identify and trend repeat compliance, quality, or process risks and escalate systemic issues to Operations and Training.
• Support monthly quality trend reporting and contribute to client-facing and internal quality summaries as required.
• Maintain accurate documentation to support audit readiness, inspections, and client review requests.

Reporting and Trend Support

• Contribute accurate quality monitoring data, evaluation findings, and trend observations for monthly program reporting.
• Validate assigned evaluation details, comments, scoring rationale, and supporting documentation before reporting inputs are submitted for review.
• Summarize recurring quality, compliance, documentation, or process trends in a clear, actionable format.
• Support internal and client-facing quality summaries by providing source details and examples tied to completed evaluations.
• Escalate reporting inconsistencies, missing data, or potential systemic issues to the Quality Assurance Supervisor or Quality Monitoring leadership.

Calibration Support

• Prepare for calibration sessions by reviewing selected interactions, completing preliminary scoring, and documenting rationale using the applicable rubric.
• Participate in internal and program-specific calibration discussions to support scoring alignment and consistent application of quality standards.
• Present call or interaction examples, scoring rationale, and quality observations during calibration sessions, as assigned.
• Lead portions of calibration discussions when appropriate based on program maturity, assignment, and supervisor direction.
• Apply calibration updates, alignment decisions, and feedback to future evaluations and documentation.

Workload and Capacity Expectations

• Manage assigned monitoring workload across programs, channels, and deadlines based on program volume, client requirements, quality risk, and business priorities.
• Balance evaluation completion, documentation, calibration preparation, trend identification, and reporting support activities within assigned capacity.
• Communicate capacity concerns, competing priorities, or workload risks to the Quality Assurance Supervisor or Quality Monitoring leadership.
• Adjust focus as needed when program risk, channel mix, required monitoring volume, or client requirements change.

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