Onsite AI Quality Analyst - Call Center Excellence Job Lakeland area,Florida USA,Quality Assurance

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Job – Call Center AI Quality Analyst

Location:

Lakeland, FL 33810 – This position is onsite

Pay: $28.85 per hour

Type:
Contract to hire

Schedule:

M-F, 9:00 AM to 5:30 PM EST

Start date:

June 15

Job description

Train, validate, and oversee AI-driven quality monitoring systems used to evaluate call center interactions, eligibility case processing, and CRM documentation accuracy for a pharmaceutical manufacturer foundation.

Perform human-in-the-loop reviews of AI-generated quality scores, adverse event detection, and compliance findings to ensure alignment with SOPs, regulatory requirements, and operational standards.

Lead AI quality calibration sessions and partner with Quality, Operations, Safety, and Compliance teams to identify trends, improve scoring logic, and enhance AI model performance.

Support internal, client, and external audits by validating AI-generated quality data, maintaining governance documentation, and providing evidence of system accuracy and compliance.

Analyze AI quality trends, reporting dashboards, and validation outcomes to drive continuous improvement initiatives and optimize AI-powered quality assurance processes across programs and call types.

Nice to have

Healthcare, pharmaceutical, patient assistance, regulated environments
Experience supporting pharmaceutical manufacturer foundations or patient support programs
Experience working with AI-driven quality monitoring tools or advanced speech analytics platforms

Requirements

Associate’s degree or equivalent experience
2+ years of call center experience analyst
Background check required
Education verification required
Employment verification required
Drug screening required

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