Call Quality Analyst

Job Summary:

The Quality Assurance (QA) Analyst evaluates and standardizes interaction quality across multiple federal and state government programs, spanning voice and digital channels, and drives enterprise‑wide continuous improvement using contact center platforms and AI tools. The role performs call/chat evaluations, facilitates calibrations, and turns insights from AI analytics (sentiment, intent, escalation drivers, agent assist usage) into actionable coaching and process fixes. The role serves as a centralized quality authority, ensuring consistent quality standards, scoring methodologies, and compliance practices across all supported contracts. The QA Analyst will assist the leadership team with recommendations in developing, creating, and implementing call center quality processes procedures and training material. The QA Analyst will also make recommendations for enhancements to training materials to enhance the overall customer service experience.

Responsibilities:

Establish and maintain standardized QA frameworks, evaluation criteria, and calibration practices across federal and state government contracts to ensure consistency, audit readiness, and contractual compliance.
Use AI powered analytics to review sentiment, intent classification, toxic language flags, contact drivers, and escalation reasons; validate AI summaries against interaction content.
Assess quality across voice, chat, SMS, email, and social/digital channels; verify continuity of context and correct handoffs to CSRs.
Evaluate sentiment, demeanor, empathy, technical accuracy, compliance, and policy adherence; confirm correct use of dispositions and documentation standards.
Analyze self-service containment vs. escalation performance and advise on dialog or workflow improvements in AI agents.
Partner with Ops/Training to tune prompt libraries, knowledge sources, and response templates to improve accuracy and reduce handle time.
Define and evolve QA metrics aligned to enterprise maturity goals
Contribute to knowledgebase curation and scenario libraries for simulations and UAT.
Uses quality monitoring data management system ) to compile and track performance at team and individual level.
Provides actionable data for follow-up on voice/chat/SMS/ audits to various internal support groups as needed.
Lead regular enterprise calibration sessions with supervisors and trainers to align scoring interpretation and quality standards across programs; publish trend reports by team and contract with recommended coaching and process actions Prepare and analyze internal and external quality reports (weekly/monthly/QBR) for leadership and government stakeholders, including QA scores, sentiment/intent trends, containment, transfer reasons, and contractual performance indicators.
Investigate quality outliers (e.g., short calls, repeat callers, failed intents) across contracts, assessing potential compliance, operational, or AI‑related risk, and coordinating remediation with Ops, Training, WFM, and IT.
Data driven decision making and action plans; comfort with dashboards and QA trend analysis.
Perform other duties as assigned.
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Qualifications

Required Qualifications

Experience supporting quality assurance for federal or state government contracts, healthcare payers/providers, Medicaid or other highly regulated public‑sector service environments.
Requires a high school diploma and 3 years Call Center Experience
Excellent verbal, written and interpersonal communication skills.
Must be self-motivator and self-starter.
Familiarity with AI powered contact center analytics (sentiment/intent, call drivers, AI summaries) and ability to translate findings into coaching.
Strong verbal/written communication, active listening, analytical skills, and time management in a fast paced environment.
Must be able to effectively communicate with people at all levels.

Preferred Qualifications

Experience with Genesys or comparable contact center platforms
Experience with agent assist tools (real time knowledge and next best action)
Exposure to agentic AI platforms (e.g., Kore.ai, Intellipeer) and omnichannel workflow QA.
Ability to multitask and successfully operate in a fast paced, team environment with strict deadlines, while being able to adapt well to change and successfully set and adjust priorities as needed.
Support readiness testing (DR/fallback) for the AI and contact center stack
Proficient with Microsoft Office (Word, Excel)
Validate PHI/PII redaction on transcripts/recordings and access controls (RBAC); confirm adherence to retention policies and legal holds.
Supports AI quality monitoring by validating AI summaries, reviewing sentiment/intent outputs, identifying recurring AI quality issues, and escalating potential governance or compliance risks