Quality Assurance Analyst - Call Center Monitoring [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Analyst - Call Center Monitoring based in the United States.

This remote opportunity is ideal for a quality-focused professional who is passionate about improving customer experiences and operational excellence within a healthcare support environment. In this role, you will evaluate call quality, identify performance trends, and collaborate with leadership to enhance service delivery across patient, provider, and client interactions. You'll play a key role in driving continuous improvement through coaching, reporting, calibration sessions, and quality initiatives. Working in a collaborative and fast-paced setting, you will help ensure high service standards while supporting both internal teams and external stakeholders. This position offers the opportunity to make a meaningful impact on healthcare operations while advancing your expertise in quality assurance and performance management.

Accountabilities

• Monitor and evaluate incoming and outgoing calls using established quality standards to ensure exceptional service delivery and compliance.
• Assess advocate performance, document quality observations, and provide actionable feedback that supports ongoing coaching and development.
• Deliver leadership support by answering operational questions, assisting with quality initiatives, and serving as a resource for internal teams and business partners.
• Analyze quality data and prepare weekly and monthly trend reports to identify performance opportunities and recommend process improvements.
• Lead or participate in service improvement projects designed to enhance quality, efficiency, and customer satisfaction.
• Facilitate internal and external calibration sessions to ensure consistent quality evaluation standards across teams and stakeholders.
• Support daily operational activities, including reviewing communications, attending training sessions, distributing evaluations, and participating in virtual and in-person meetings.
• Travel as needed to support business initiatives and collaborative activities.

Requirements

• Bachelor's degree in a related field or 8–11 years of equivalent professional experience.
• 2–5 years of relevant experience in quality assurance, customer service, call center operations, or a related field; an advanced degree may be considered in lieu of some experience.
• Strong background in call monitoring, quality assurance, customer service, or performance evaluation.
• Proficiency with Microsoft Office applications, email platforms, internet-based tools, and general PC operations.
• Excellent verbal and written communication skills with the ability to present findings clearly and professionally.
• Strong analytical, organizational, prioritization, and problem-solving abilities.
• Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
• Leadership capabilities with experience supporting teams or supervising staff preferred.
• High commitment to delivering exceptional service quality and continuous improvement.
• Availability to work Monday through Friday, 8:00 AM to 4:00 PM Eastern Time, with occasional travel as needed.

Benefits

• Remote work opportunity with a flexible work environment.
• Competitive salary package.
• Career advancement and internal promotion opportunities.
• 401(k) retirement plan with company matching.
• Tuition reimbursement for continued education and professional development.
• Generous paid time off program, including discretionary PTO or approximately 20 days of annual PTO.
• Paid company holidays.
• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Telemedicine services and employee wellness programs.
• Employee assistance program.
• Adoption assistance.
• Short-term and long-term disability coverage.
• Life insurance.
• Employee discount programs.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.