Supporting a dynamic contact center environment, the full-time Contact Center Quality Analyst will monitor agent calls for quality assurance, provide feedback, and assist in training while working remotely. Key responsibilities Monitors agent calls for quality assurance, focusing on telephone etiquette, registration accuracy, and clinical triage Completes weekly Agent Scorecards that include Key Performance Indicator (KPI) metrics and quality monitoring results Provides operational support during peak call traffic periods, handling appointment scheduling and patient account inquiries Required qualifications High School diploma or equivalent Minimum 1 year of relevant experience Broad and deep knowledge of contact center operations and quality assurance processes Ability to interact effectively with patients of diverse backgrounds and needs Experience in training and coaching new agents