Contact Center Quality Analyst
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Job Description
Contact Center Quality Analyst at Harbor Health responsible for auditing interactions to ensure quality and compliance in healthcare service. Collaborating cross-functionally to enhance member experience.
Responsibilities:
- Conduct routine and targeted audits of contact center interactions to evaluate adherence to quality standards, workflows, and regulatory mandates
- Ensure all audited interactions and documentation strictly comply with HIPAA, CMS guidelines, internal policies, and quality documentation standards
- Apply standardized, objective evaluation criteria and quality scoring methodologies consistently across all interaction types and market segments
- Analyze audit results and interaction data to identify emerging performance trends, recurring compliance risks, and systemic process bottlenecks
- Document all audit findings, quality scores, and supporting evidence in the tracking system; maintain audit-ready records for internal and external review
- Participate actively in calibration sessions to ensure inter-rater reliability and scoring alignment across all QA teams
- Provide timely, constructive, and actionable feedback to support coaching, training, and performance improvement for agents and supervisors
- Escalate critical quality or compliance issues, potential breaches, or systemic errors to appropriate leadership following established protocols
Requirements:
- 2+ years in a contact center QA role, preferably in a healthcare or managed care environment
- Comprehensive knowledge of contact center policies, procedures, and quality scoring frameworks
- Solid understanding of HIPAA, CMS, and TDI compliance regulations and ability to apply them in auditing contexts
- Strong analytical skills; proficiency with Excel or Tableau for data synthesis and root cause identification
- Exceptional written and verbal communication, including clear documentation and professional escalation skills
- Meticulous attention to detail; experience maintaining audit trails and quality records
- Objectivity and fairness in evaluation; ability to articulate and defend scoring rationale
- High learning agility; proven ability to work independently in a fast-paced, ambiguous environment
- Preferred Experience auditing in a payvider, ACO, or value-based care contact center
- Familiarity with HEDIS, Star Ratings, or URAC/NCQA accreditation standards
- Knowledge of grievance, appeals, and prior authorization workflows
- Experience with Athena or similar EHR/CRM platforms
- Bilingual: English / Spanish
Benefits:
- Opportunity to build Harbor Health's contact center quality program from an early stage — your standards will define how we serve our members
- Collaborative, cross-functional environment connecting QA, compliance, clinical, and operations teams
- An organization of people passionate about transforming healthcare for underserved Texas communities
- Competitive salary and benefits package
- Professional development and growth opportunities as Harbor scales its operations
- A transparent startup culture that values your expertise and perspective
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