PHRN Quality Analyst

The Quality Associate is responsible for monitoring, evaluating, and enabling improvement of the quality of patient interactions. This includes reviewing calls, providing agent feedback, and ensuring adherence to company policies and compliance requirements.

The Quality Associate drives continuous improvement by identifying training needs and recommending process enhancements to deliver an exceptional patient experience.

Call Monitoring

• Monitor inbound and outbound calls for quality assurance, ensuring agents adhere to scripts, procedures, and compliance regulations.
• Evaluate agent performance based on criteria such as accuracy, empathy, communication clarity, and adherence to policies.

Feedback & Coaching

• Provide detailed feedback and actionable insights to agents based on call evaluations, focusing on areas of improvement and best practices.
• Collaborate with the training team to recommend coaching session...