Quality Analyst

Key responsibilities: Conduct evaluations of inbound/outbound interactions to assess empathy, communication, accuracy, compliance, and process adherence Identify trends and systemic barriers affecting patient experience and associate performance Partner with Training & Development to align quality assurance findings with curriculum design and coaching tools

Required qualifications: High School diploma or equivalent required; Bachelor's degree or equivalent experience strongly preferred Experience in call-center quality assurance, performance evaluation, or pharmacy operations strongly preferred Familiarity with Calabrio or similar quality management tools preferred Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required Ability to support compliance program objectives and interact cooperatively with colleagues