Contact Center Quality Analyst

JOB SUMMARY

• Under the direction of the Director and/or supervisor, the Contact Center Analyst (Training & Quality) is primarily responsible for creating, producing, and analyzing management reports to support patient access operations. This high-impact role focuses on training effectiveness, quality assurance, and performance analytics to improve service delivery, compliance, and patient experience.

  The Analyst collects and analyzes data to identify trends, performance gaps, and improvement opportunities. Using these insights, the role supports training strategies, quality initiatives, and leadership decision-making while maintaining the strictest confidentiality of all patient and operational information.

JOB REQUIREMENTS

• Minimum Education

  • High School Diploma/GED required

  • Bachelor’s degree in Business, Healthcare Administration, Data Analytics, Education, or related field preferred (or equivalent experience)

• Minimum Work Experience

  • Minimum of 3 years in a contact center, healthcare, patient access, or analytics-focused environment

  • Experience in data analysis, reporting, quality monitoring, or training support preferred

• Required Licenses/Certifications
  • N/A
• Required Skills, Knowledge, and Abilities

  • Strong analytical and problem-solving skills.

  • Ability to compile, analyze, and interpret data from multiple sources.

  • Proficiency with spreadsheets and reporting tools (advanced Excel preferred).

  • Strong attention to detail and commitment to confidentiality.

  • Ability to research information and translate findings into actionable recommendations.

  • Strong written and verbal communication skills.

  • Ability to coordinate meetings and schedules effectively.

  • Demonstrated professionalism, reliability, and compliance with organizational standards.