Contact Center Quality Analyst
Virtual Vocations Inc
Contact Center Quality Analyst is a full-time position responsible for auditing member and provider interactions across various contact center channels to ensure compliance with quality standards and regulatory requirements. Key Responsibilities Conduct routine and targeted audits of contact center interactions for quality and compliance Analyze audit results to identify performance trends and compliance risks Provide actionable feedback to support coaching and performance improvement for agents and supervisors Required Qualifications and Education 2+ years in a contact center QA role, preferably in healthcare or managed care Comprehensive knowledge of contact center policies and quality scoring frameworks Solid understanding of HIPAA and CMS compliance regulations Strong analytical skills with proficiency in Excel or Tableau Experience maintaining audit trails and quality records
Vacancy posted 19 hours ago
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