Growth Quality Assurance Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Growth Quality Assurance Analyst based in the United States.

As a Growth Quality Assurance Analyst, you’ll help ensure that patient interactions consistently meet high standards for service, accuracy, compliance, and education. You’ll review inbound and outbound calls, evaluate performance against defined quality criteria, and identify opportunities to strengthen the patient experience. Working closely with frontline leadership and training teams, you’ll turn call data and observed trends into actionable coaching and process improvements. You’ll also help maintain quality frameworks, scorecards, scripts, and evaluation procedures as the organization continues to grow. The role combines healthcare-focused quality assurance, analytics, communication, and continuous improvement in a collaborative remote environment. Your insights will directly support more consistent patient onboarding and better outcomes across the customer service operation.

Accountabilities

• Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards, policies, procedures, and compliance requirements.
• Assess patient interactions for communication effectiveness, product and process knowledge, accuracy, problem-solving, and overall service quality.
• Apply established scorecard guidelines consistently and objectively when evaluating interactions.
• Review verbal and written communications to identify quality, accuracy, and compliance issues.
• Identify knowledge gaps, performance opportunities, and recurring issues, then share actionable trends and insights with team leaders.
• Analyze call quality trends and patterns and recommend strategies to address recurring issues.
• Develop deep expertise in the patient onboarding process, from referral through completion of the required assessment.
• Verify that information communicated to patients and documented in internal systems is accurate and consistent.
• Complete the required volume of quality reviews and meet established performance and productivity targets.
• Monitor and evaluate the performance of referral partners and outreach campaigns.
• Maintain detailed records of quality assessments, evaluation results, and performance data to support accurate reporting.
• Participate in new-hire training sessions to explain quality processes, standards, and expectations.
• Provide timely, constructive, and supportive feedback to customer service representatives and supervisors.
• Collaborate with training teams to identify coaching opportunities and recommend areas for further development.
• Support the creation and refinement of call scripts, quality scorecards, evaluation criteria, and related processes.
• Participate in quality calibration sessions to promote consistency and objectivity across evaluations.
• Contribute to continuous improvement initiatives by sharing data-driven recommendations and operational insights.
• Maintain open communication with management and contribute positively to team objectives and organizational values.
• Perform other related responsibilities as assigned based on business and departmental needs.

Requirements

• High school diploma or GED equivalent required.
• At least 1 year of experience in pharmacy, healthcare, social work, compliance, quality assurance, or a related field.
• Familiarity with call center operations, KPIs, performance metrics, and quality measurement processes.
• Experience using call monitoring systems and quality tracking tools.
• Strong listening skills and excellent written and verbal communication abilities.
• Ability to provide constructive feedback in a positive, respectful, and supportive manner.
• Strong analytical skills with excellent attention to detail and accuracy.
• Highly organized and able to manage multiple assignments, deadlines, and priorities in a fast-paced environment.
• Process-oriented mindset with a strong commitment to consistency and quality.
• Ability to work independently with limited supervision while also contributing effectively within a team.
• Strong collaboration, facilitation, presentation, and interpersonal skills.
• Working knowledge of Microsoft Office and common business productivity tools.
• Demonstrated reliability in meeting deadlines and completing required quality reviews and special projects.
• Understanding of customer service best practices and their application in a healthcare environment.
• Prior call center or customer service experience with a focus on quality assurance is preferred, particularly 1–2 years of experience.
• Experience with CRM platforms and call center software is a plus.
• Fluency in both English and Spanish is a plus but not required.
• Ability to work a full-time schedule averaging approximately 40 hours per week and accommodate occasional work outside standard business hours when needed.
• Ability to work effectively in a fully remote environment with the required technology and connectivity.

Benefits

• Full-time remote position with a target schedule of approximately 40 hours per week.
• Medical, dental, and vision insurance for eligible full-time employees.
• Medical, dental, and vision coverage effective from the first day of the month following the date of hire.
• Flexible Spending Account (FSA) options.
• Company-paid life insurance.
• Company-paid short-term disability coverage.
• Additional voluntary benefit options.
• 401(k) retirement plan.
• Paid time off.
• Paid holidays.
• Opportunity to contribute to healthcare quality and improve the experience of patients with complex and chronic needs.
• Collaborative environment with opportunities to work closely with quality assurance, customer service, training, and leadership teams.
• Remote flexibility and the opportunity to contribute to process improvement initiatives across a growing healthcare operation.