Contact Center Quality Specialist

WellDyne•Lakeland, FL

About The Position

The Contact Center Quality Specialist trains, validates, and oversees AI-driven quality monitoring tools used to evaluate call center interactions and eligibility cases in a CRM system for a pharmaceutical manufacturer foundation. The role ensures that AI quality models reflect regulatory, compliance, and operational standards, including requirements for adverse event identification and documentation. The specialist leads AI call calibration sessions, validates AI-generated quality results, supports data validation audits, and works closely with Quality, Operations, Compliance, Safety, Training, and technical teams. The position also reviews AI outputs and selected calls and cases, identifies trends and model gaps, contributes to improvements in scoring logic and evaluation criteria, maintains governance documentation, and supports continuous improvement of AI quality across agents, programs, and call types.

Requirements

Associate or bachelor’s degree, or equivalent experience.
At least 2 years of call center experience, preferably in healthcare, pharmaceutical, patient assistance, or regulated environments.
Strong analytical skills.
High attention to detail.

Nice To Haves

Experience supporting pharmaceutical manufacturer foundations or patient support programs.
Experience with 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

Work with leadership to refine AI-driven quality models for call handling, documentation accuracy, and eligibility case processing.
Validate AI-generated quality scores, insights, and flags against approved quality standards, SOPs, and regulatory requirements.
Conduct 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.
Partner with leadership on AI-driven audits of CRM eligibility cases 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.
Partner with leadership to set standards for AI detection and classification of potential adverse event calls and documentation.
Ensure AI workflows identify, capture, and route adverse events in accordance with pharmacovigilance and regulatory requirements.
Partner with Safety and Compliance teams to address AI accuracy issues relating to adverse event handling and reporting.
Lead AI quality calibration sessions with Quality leadership, Operations, and Training teams.
Maintain governance documentation for AI quality rules, scoring logic, and validation protocols.
Support continuous improvement initiatives to maintain consistent AI quality across agents, programs, and call types.
Respond to internal, client, and external data validation audits related to AI-generated quality results.
Provide validation evidence, test results, and documentation supporting the accuracy and reliability of the AI quality system.
Conduct periodic validation testing.
Review and share AI-generated quality trends and performance dashboards with leadership.
Partner with the Manager of Quality on compliance reporting.
Partner with vendors or internal technical teams to enhance AI quality performance as needed.