Call Quality Analyst

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Call Quality Analyst to join our growing team.

Job Summary:

The Quality Assurance (QA) Analyst evaluates and standardizes interaction quality across multiple federal and state government programs, spanning voice and digital channels, and drives enterprise wide continuous improvement using contact center platforms and AI tools. The role performs call/chat evaluations, facilitates calibrations, and turns insights from AI analytics (sentiment, intent, escalation drivers, agent assist usage) into actionable coaching and process fixes. The role serves as a centralized quality authority, ensuring consistent quality standards, scoring methodologies, and compliance practices across all supported contracts.

The QA Analyst will assist the leadership team with recommendations in developing, creating, and implementing call center quality processes procedures and training material. The QA Analyst will also make recommendations for enhancements to training materials to enhance the overall customer service experience.

Responsibilities:

• Establish and maintain standardized QA frameworks, evaluation criteria, and calibration practices across federal and state government contracts to ensure consistency, audit readiness, and contractual compliance.
• Use AI powered analytics to review sentiment, intent classification, toxic language flags, contact drivers, and escalation reasons; validate AI summaries against interaction content.
• Assess quality across voice, chat, SMS, email, and social/digital channels; verify continuity of context and correct handoffs to CSRs.
• Evaluate sentiment, demeanor, empathy, technical accuracy, compliance, and policy adherence; confirm correct use of dispositions and documentation standards.
• Analyze self-service containment vs. escalation performance and advise on dialog or workflow improvements in AI agents.
• Partner with Ops/Training to tune prompt libraries, knowledge sources, and response templates to improve accuracy and reduce handle time.
• Define and evolve QA metrics aligned to enterprise maturity goals
• Contribute to knowledgebase curation and scenario libraries for simulations and UAT.
• Uses quality monitoring data management system ) to compile and track performance at team and individual level.
• Provides actionable data for follow-up on voice/chat/SMS/ audits to various internal support groups as needed.
• Lead regular enterprise calibration sessions with supervisors and trainers to align scoring interpretation and quality standards across programs; publish trend reports by team and contract with recommended coaching and process actions Prepare and analyze internal and external quality reports (weekly/monthly/Q ) for leadership and government stakeholders, including QA scores, sentiment/intent trends, containment, transfer reasons, and contractual performance indicators.
• Investigate quality outliers (e.g., short calls, repeat callers, failed intents) across contracts, assessing potential compliance, operational, or AIrelated risk, and coordinating remediation with Ops, Training, WFM, and IT.
• Data driven decision making and action plans; comfort with dashboards and QA trend analysis.
• Perform other duties as assigned.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

• Experience supporting quality assurance for federal or state government contracts, healthcare payers/providers, Medicaid or other highly regulated public sector service environments.
• Requires a high school diploma and 3 years Call Center Experience
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivator and self-starter.
• Familiarity with AI powered contact center analytics (sentiment/intent, call drivers, AI summaries) and ability to translate findings into coaching.
• Strong verbal/written communication, active listening, analytical skills, and time management in a fast paced environment.
• Must be able to effectively communicate with people at all levels.