Call Center Quality Analyst

Call Center Quality Analyst

Our client, a leading organization in the healthcare and government services sector, is seeking a dedicated and detail-oriented Call Center Quality Analyst to join their team. As a Call Center Quality Analyst, you will be an integral part of the Quality Assurance team supporting various functional areas. The ideal candidate will demonstrate strong analytical skills, excellent communication abilities, and a proactive approach to continuous improvement, aligning successfully within a dynamic and inclusive work environment.

Location: East Hartford, CT

Pay Range: 22.40

Shift: Monday Through Friday

What's the Job?

• Conduct comprehensive quality reviews across multiple functional areas to ensure compliance and excellence.
• Identify trends or issues in quality assessments and recommend strategies for ongoing improvement.
• Maintain high performance standards with a quality score of 96% or higher and challenge percentages under 5% monthly.
• Update and manage quality monitoring data to track assessment outcomes and support process enhancements.
• Collaborate with team members and other departments to implement quality processes and support organizational goals.

What's Needed?

• College degree preferred; relevant experience in government services, health, or human services is advantageous.
• Strong verbal and written communication skills, with the ability to produce clear documentation.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to work independently, handle multiple projects, and maintain confidentiality.
• Proficiency in MS Word, MS Excel, and MS Outlook; bi-lingual skills are a plus.

What's in it for me?

• Opportunity to contribute to meaningful public sector healthcare initiatives.
• Work in a supportive and inclusive environment that values diversity and innovation.
• Engage in a role that promotes professional growth and skill development.
• Be part of a team committed to continuous improvement and excellence.
• Enjoy a stable work environment with potential for future opportunities.