Call Center Specialist {171382}

Call Quality Analyst (Call Handling Specialist) – Remote Patient Support (Sonexus/HUB)
Location: Remote
Schedule: Full-time, 40 hrs/week • Training Mon–Fri 8:00 AM–5:00 PM CST • Must be flexible Mon–Fri between 7:00 AM–8:00 PM CST
Pay: $20/hr

Summary

Now hiring a Call Quality Analyst (Call Handling Specialist) to monitor, score, and improve customer contact quality for a remote patient support / HUB environment. This is an ideal role for an experienced call quality analyst who can evaluate voice and non-voice interactions, deliver clear performance feedback, and provide data-driven trend reporting that drives measurable quality improvement and compliance.

Responsibilities

• Evaluate calls and cases using standardized quality criteria; provide constructive feedback and recognition
• Accurately score transactions to measure quality performance against policies and program requirements
• Monitor voice and non-voice performance for assigned teams to ensure adherence to quality standards and regulatory requirements
• Track, analyze, and report customer experience trends (weekly/monthly trend analysis for leadership)
• Support calibration sessions and quality alignment across stakeholders
• Conduct investigations and root cause analysis; recommend corrective actions and process improvements
• Identify training needs and communicate findings to leadership
• Maintain working knowledge of quality methodologies, HIPAA expectations, and program operating procedures
• Prioritize and manage multiple responsibilities with strong attention to detail and documentation discipline

Qualifications

• High school diploma/GED (preferred); related diploma/degree a plus
• 3+ years of call quality auditing/quality monitoring experience (strongly preferred)
• Experience in patient support, specialty pharmacy HUB services, call center healthcare, or related programs (preferred)
• Strong data collection, trend reporting, and quality analytics skills
• Proficiency with Microsoft Excel, Outlook, Word, PowerPoint
• Excellent written/verbal communication; able to coach and influence performance improvements
• Adverse event reporting/reconciliation experience (preferred)
• Remote work readiness: dedicated private workspace + reliable high-speed internet (hardwired connection required)