The Quality Associate is responsible for monitoring, evaluating, and enabling improvement of the quality of patient interactions. This includes reviewing calls, providing agent feedback, and ensuring adherence to company policies and compliance requirements.

The Quality Associate drives continuous improvement by identifying training needs and recommending process enhancements to deliver an exceptional patient experience.

Call Monitoring

Monitor inbound and outbound calls for quality assurance, ensuring agents adhere to scripts, procedures, and compliance regulations.
Evaluate agent performance based on criteria such as accuracy, empathy, communication clarity, and adherence to policies.

Feedback & Coaching

Provide detailed feedback and actionable insights to agents based on call evaluations, focusing on areas of improvement and best practices.
Collaborate with the training team to recommend coaching sessions or refresher courses for agents needing improvement

Quality Reporting & Analysis

Generate reports on call quality scores, trends, and agent performance metrics.

Process Improvement

Work closely with supervisors, managers, and other stakeholders to recommend changes that enhance the overall quality of patient experience.
Assist in updating call scripts, procedures, and quality standards to align with evolving business needs and customer expectations.

Compliance & Standards

Follow and maintain all compliance standards
Stay current on all business updates, procedures and QCP.

Collaboration & Communication

Attend calibration sessions to align quality scoring criteria across the quality and operations teams.
Serve as point of contact for all quality-related queries for internal and external stakeholders.

Qualifications:

With active PHRN license
Minimum 4 years of experience in a call center or customer service environment, with prior exposure to quality assurance preferred.
Familiarity with healthcare billing, insurance claims processing, and medical terminology. Communication
Excellent verbal and written communication skills to provide clear, constructive feedback.
Ability to collaborate effectively with team members, supervisors, and agents.
Multi-lingual skills are a strong plus (Spanish) Problem-Solving / Analytical
Strong problem-solving skills to address performance issues and recommend appropriate interventions.
Strong attention to detail with the ability to assess caller interactions, identify gaps, and offer improvement recommendations.

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

PHRN Quality Analyst