Quality Analyst

Duties

• Monitor inbound and outbound calls to ensure quality assurance, adherence to scripts, procedures, and compliance regulations.
• Evaluate agent performance based on accuracy, empathy, communication clarity, and adherence to policies.
• Provide detailed feedback and actionable insights to agents, highlighting improvement areas and reinforcing best practices.
• Collaborate with the training team to recommend coaching sessions or refresher training for agents who require performance support.
• Generate quality reports, including call quality scores, performance trends, and agent metrics.
• Partner with supervisors, managers, and relevant stakeholders to recommend improvements that enhance overall patient experience.
• Assist in reviewing and updating call scripts, procedures, and quality standards in line with business updates and customer expectations.
• Maintain strict compliance with all quality and regulatory standards.
• Stay updated on all business changes, procedures, and Quality Control Plans (QCP).
• Participate in calibration sessions to align scoring standards across quality and operations teams.
• Serve as the primary point of contact for quality-related inquiries from internal and external stakeholders.