QA and Analytics Manager

Analytics & Quality Assurance Manager (HYBRID| Healthcare Call Center Preferred)

Turn data into better patient experiences. Drive quality at scale. Work from anywhere.

We’re looking for a data-driven Analytics & QA Manager who thrives at the intersection of healthcare operations, performance analytics, and quality excellence. This is a HYBRID role, offering the opportunity to make a measurable impact on patient and provider experiences

In this role, you’ll own the quality framework and analytics engine behind a high-performing healthcare call center. You’ll transform complex operational data into actionable insights, build scalable reporting and data models, and ensure every patient interaction meets the highest standards of accuracy, compliance, and care.

What You’ll Own

Quality Assurance & Compliance

• Lead and evolve QA programs across all channels (calls, chat, text, and digital interactions)
• Ensure adherence to healthcare standards including HIPAA, documentation accuracy, and compliance protocols
• Monitor interactions and deliver actionable, behavior-based feedback to leadership and training teams
• Identify recurring quality gaps and drive corrective action plans that improve patient and provider experiences

Advanced Analytics & Data Modeling

• Design and maintain scalable data models to support call center performance, forecasting, and QA insights
• Analyze core KPIs including service levels, AHT, FCR, quality scores, and error rates
• Translate complex datasets into clear, actionable recommendations for operational leaders
• Build automated dashboards and reporting frameworks that provide real-time and historical visibility

Workforce Insights & Forecasting

• Partner with Workforce Management to deliver accurate volume forecasting and capacity planning
• Analyze historical trends, seasonality, and healthcare utilization patterns to inform staffing models
• Provide data-driven recommendations to optimize coverage, reduce wait times, and improve patient access

Process Improvement & Operational Optimization

• Identify inefficiencies and performance gaps using QA findings and analytics
• Lead data-backed process improvement initiatives to enhance productivity, accuracy, and service quality
• Partner with Training to develop targeted coaching, onboarding enhancements, and continuous education programs
• Align closely with call center leadership to ensure insights translate into frontline execution

Technology & Reporting Enablement

• Own and optimize analytics, QA, and workforce tools across the call center ecosystem
• Ensure data integrity across systems used for reporting, forecasting, QA scoring, and performance tracking
• Evaluate and recommend new technologies or enhancements to improve reporting accuracy and operational efficiency
• Drive automation and scalability across reporting and performance management processes

What You Bring

• 3+ years of experience in analytics, QA, or performance management within a call center environment
• Experience in a healthcare, payer, provider, or patient support setting strongly preferred
• Strong expertise in data modeling, reporting, and performance analytics
• Deep understanding of call center KPIs (AHT, FCR, service levels, quality, etc.)
• Experience with reporting tools (Excel, BI dashboards, CRM platforms, workforce management systems)
• Ability to translate data into actionable insights that drive operational change
• Strong communication, problem-solving, and cross-functional collaboration skills
• Knowledge of HIPAA and healthcare compliance standards is a plus

Why Join Us

• Fully remote work environment with flexibility and autonomy
• Competitive Medical, Dental, and Vision coverage
• 401(k) with company match
• Generous PTO and paid holidays
• Flexible Spending Account (FSA)
• Employer-paid life insurance
• Ongoing training and professional development