Call Quality Analyst

HopeHealth Inc• Florence, SC, US, SC

10h•Onsite

About The Position

The Call Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure service excellence, compliance, and adherence to company standards. This position reviews recorded calls, identifies performance trends, and provides feedback to support employee development and continuous improvement initiatives. The Call Quality Analyst works closely with management and training teams to enhance customer experience, improve operational efficiency, and maintain quality assurance standards across the organization.

Requirements

High school diploma or GED required
Minimum of 1–3 years of customer service, call center, quality assurance, or related experience preferred
Knowledge of quality assurance standards, customer service practices, and performance metrics
Strong verbal and written communication skills
Excellent listening and analytical skills with strong attention to detail
Ability to evaluate calls objectively and provide constructive feedback
Strong organizational and time management abilities
Ability to identify trends, performance gaps, and areas for improvement
Professional demeanor with strong interpersonal skills.

Nice To Haves

associate or bachelor’s degree in Business, Communications, Healthcare Administration, or related field preferred

Responsibilities

Monitor and evaluate recorded customer calls for quality assurance and compliance standards
Review customer interactions to assess professionalism, accuracy, and customer service performance
Complete quality assurance scorecards and maintain detailed evaluation records
Provide feedback and recommendations to supervisors and team members regarding performance improvement opportunities
Identify trends, recurring issues, and areas requiring additional coaching or training
Ensure adherence to company policies, procedures, and regulatory guidelines
Collaborate with management and training staff to improve customer experience and operational efficiency
Maintain the confidentiality of customer and employee information
Participate in calibration sessions and team meetings to ensure scoring consistency and quality standards
Assist with additional administrative or departmental duties as assigned
Works in collaboration with the Guest Experience Manager to build monthly call quality reports
Works in collaboration with the Guest Experience Manager on suggestive scripting or process updates to improve the patient experience
Work in collaboration with the Guest Experience Manager to identify trends and action plan needs for improvement in customer service/guest experience