Call Center Quality Analyst – AI Quality Systems
About The Position
At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. Our Vision: Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential. Our Mission: To be the disruptive force that drives meaningful change within pharmacy services. Summary The Call Center Quality Analyst – AI Quality Systems is responsible for training, validating, and overseeing AI-driven quality monitoring tools used to evaluate call center interactions and eligibility cases within the CRM system for a pharmaceutical manufacturer foundation. This role ensures the AI quality model accurately reflects regulatory, compliance, and operational standards, including adverse event identification and documentation. The analyst leads AI call calibration sessions, validates AI-generated quality outputs, and supports internal and external data validation audits, partnering closely with Quality, Operations, and Compliance teams.
Requirements
- Associate or bachelor’s degree (or equivalent experience).
- 2+ years of call center experience, preferably in healthcare, pharmaceutical, patient assistance, or regulated environments.
- Strong analytical skills and high attention to detail.
Nice To Haves
- Experience supporting pharmaceutical manufacturer foundations or patient support programs.
- Experience working with AI-driven quality monitoring tools or advanced speech analytics platforms.
- Knowledge of eligibility processing, CRM systems, and data quality standards.
- Understanding of adverse event reporting concepts and compliance requirements.
- Familiarity with FDA pharmacovigilance concepts and adverse event workflows.
- Experience supporting audits or compliance validation efforts.
- Exposure to AI governance, model validation, or quality technology implementations.
Responsibilities
- Train and refine AI-driven quality models to evaluate call handling, documentation accuracy, and eligibility case processing.
- Validate AI-generated quality scores, insights, and flags to ensure alignment with approved quality standards, SOPs, and regulatory requirements.
- Perform human-in-the-loop reviews of selected calls and cases to verify AI accuracy and identify model gaps or bias.
- Recommend adjustments to AI scoring logic, thresholds, and evaluation criteria based on validation findings.
- Validate AI reviews of inbound and outbound calls for accuracy, professionalism, compliance, and policy adherence.
- Oversee AI-driven audits of eligibility cases within the CRM system to confirm data integrity, completeness, and correct eligibility determinations.
- Identify trends and systemic issues surfaced by AI analytics and escalate findings to Quality and Operations leadership.
- Validate AI detection and classification of potential adverse event calls and documentation.
- Ensure AI workflows correctly identify, capture, and route adverse events in accordance with pharmacovigilance and regulatory requirements.
- Partner with Safety and Compliance teams to address AI accuracy issues related to adverse event handling and reporting.
- Lead AI quality calibration sessions with Quality leadership, Operations, and Training teams to ensure alignment between AI output and business expectations.
- Maintain governance documentation for AI quality rules, scoring logic, and validation protocols.
- Support continuous improvement initiatives by ensuring AI quality remains consistent across agents, programs, and call types.
- Respond to internal, client, and external data validation audits related to AI-generated quality results.
- Provide AI validation evidence, test results, and documentation supporting the accuracy and reliability of the AI quality system.
- Conduct periodic validation testing to confirm continued AI compliance with regulatory and foundation standards.
- Analyze AI-generated quality trends and performance dashboards.
- Produce regular reports for the Manager of Quality highlighting AI effectiveness, validation outcomes, accuracy rates, and improvement opportunities.
- Partner with vendors or internal technical teams to enhance AI quality performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
