Quality Analyst & Trainer

About the Position:
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Patient Care Representatives (PCR) who support our customers and patients. The QA will monitor inbound and outbound calls and chat responses to assess PCR’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures.

Key Responsibilities – Quality Assurance
● Designs, reviews, and maintains call-related and non-call-related quality monitoring formats and quality standards.
● Performs quality monitoring and audits to assess compliance, performance, and experience.
● Analyzes quality and operational data to identify trends, performance gaps, and root causes.
● Uses quality monitoring and data management systems to track individual and team performance over time.
● Develops and monitors Continuous Improvement and corrective action plans based on quality and data findings.
● Facilitates call calibrations and alignment sessions with Agents, Team Leads, and Leadership.
● Provides structured, actionable, and coaching-oriented feedback to Agents.
● Prepares internal and external quality reports and presents insights to stakeholders.
● Participates in patient and provider listening programs to inform quality and training strategies.
● Performs other duties as assigned.

Key Responsibilities – Training
● Designs, develops, and updates training materials, guides, SOPs, and learning resources based on quality findings and performance trends.
● Delivers live and/or virtual training sessions, workshops, and refreshers for Agents, Team Leads, and support teams.
● Proposes targeted training solutions to address identified performance gaps, quality risks, or account needs.
● Supports onboarding, upskilling, and re-training initiatives aligned with quality standards and operational goals.
● Evaluates training effectiveness through post-training quality results, data analysis, and feedback.
● Collaborates with Operations, QA, and Leadership to align training content with business objectives and client expectations.
● Contributes to the creation of scalable training programs and continuous learning initiatives.

● Performs other duties as assigned.

Required skills and qualifications:
● University degree.
● Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred).
● Great active listening skills.
● A patient and empathetic attitude.
● Strong time management and organizational skills.
● Adaptability and flexibility.
● Comfortable working in fast-paced environments.
● Excellent troubleshooting skills.
● Computer literacy, including Microsoft Office Suite, Google Suite, and/or CRMs.
● Google Sheet/Excel skills are a must.
● Data driven mindset.
● Phone skills, including familiarity with complex or multi-line phone systems.

Preferred skills and qualifications:
● Expertise in the areas of customer service and healthcare.

● Experience with Salesforce Health Cloud.
● Experience with data collection, analysis, and reporting.
● Internationally recognized credentials in patient or customer experience.