Senior Quality Assurance Analyst

Health Bridge • Grand Rapids, MI

9h • Onsite

About The Position

The Senior Quality Performance Analyst is responsible for driving service excellence across the call center by analyzing operational performance, monitoring quality outcomes, and leading data driven improvement initiatives. This role works closely with call center leadership, training and operations to ensure high quality customer interactions, regulatory compliance and continuous performance improvement. The Senior Quality Performance Analyst is a detail-oriented and mission-driven Healthcare Call Center Quality Analyst to help ensure a high standard of service and compliance across all patient interactions. This role plays a critical part in launching and scaling a new call center by establishing and executing quality monitoring processes, analyzing performance trends, and collaborating with training and operations to drive continuous improvement. The ideal candidate has experience in healthcare environments and is passionate about patient experience, process consistency, and team development.

Requirements

• 3+ years of experience in a contact center quality assurance role, preferably in a healthcare setting
• Deep understanding of call center operations, call flow evaluation, and customer service standards
• Familiarity with healthcare workflows and terminology, including revenue cycle or patient access functions
• Experience using QA software and contact center technologies (e.g., call recording, speech analytics, CRM, ticketing systems)
• Proven ability to analyze data and synthesize actionable insights to improve individual and team performance
• Strong analytical and critical thinking skills
• Excellent attention to detail and accuracy
• Clear, constructive communication and feedback delivery
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative, solutions-oriented mindset
• Commitment to patient-centered service and regulatory compliance
• Mission-driven

Nice To Haves

• Experience supporting new call center launches or rapid scaling initiatives is a plus

Responsibilities

• Design and implement quality assurance processes and monitoring frameworks for new call center operations
• Perform audits of inbound and outbound calls, written interactions, and system documentation for compliance, accuracy, and service excellence
• Track performance metrics and identify trends, strengths, and opportunities across cohorts and individuals
• Collaborate with trainers and supervisors to align QA feedback with coaching and development plans
• Help define quality standards, scoring rubrics, and calibration processes across teams
• Contribute to root cause analysis of performance or compliance issues and recommend corrective actions
• Ensure adherence to internal SOPs, including scripts and regulatory and contractual requirements
• Identify risks, inefficiencies and opportunity for operational improvement
• Provide regular QA reporting and insights to leadership, including dashboards and scorecards
• Support the nesting and ramp-up phase by closely monitoring early performance and ensuring a consistent feedback loop
• Stay informed on healthcare regulations, privacy requirements (e.g., HIPAA), and call handling best practices
• Promote a culture of accountability, learning, and continuous improvement within the center
• Help develop coaching guides and training material to help agents improve quality
• Assist with training when necessary
• Any other duties requested by supervisor

Benefits

• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed