QA and Analytics Manager

Analytics & Quality Assurance Manager (HYBRID| Healthcare Call Center Preferred) Turn data into better patient experiences. Drive quality k 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
.

• 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

• 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

• 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

• 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
• 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

• 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

• 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