Medical Center Clinic · 14 hours ago
Customer Service Quality Assurance Analyst
Pensacola, FL
Full-time
Onsite
Entry, Mid Level
1+ years expMedical Center Clinic is a healthcare organization seeking a Customer Service Quality Assurance Analyst to manage their conversation-intelligence platform. The role involves ensuring accurate configuration, analyzing call-quality data, and providing actionable insights to enhance customer experience and department performance.
Hospital & Health Care
Responsibilities
Manage configuration, settings, and integrations within the conversation-intelligence platform, ensuring accuracy and alignment with MCC’s operational requirements
Maintain user access, permissions, routing logic, and departmental structures within the platform
Coordinate with IT and vendors on technical issues, system updates, enhancements, and data-flow troubleshooting
Monitor system performance to ensure recordings, analytics, and reporting tools function as expected
Support workflow automation, tagging structures, disposition codes, and other platform-level optimization tools
Develop, maintain, and manage standardized QA scorecards for Patient Access and departmental stakeholders
Review call data, sentiment analysis, and interaction trends to identify opportunities for improved scripting, call flow, and customer experience
Produce regular QA reports, performance dashboards, and insight summaries for department leadership
Partner with supervisors to calibrate scoring, align feedback approaches, and ensure consistency in quality evaluation
Track trends and provide recommendations to reduce call variability, improve first-call resolution, and enhance the overall patient journey
Lead or support onboarding and training for new users, including platform navigation, QA expectations, and workflow standards
Create and maintain user guides, reference materials, QA standards, and process documentation
Provide ongoing user support for platform questions, functionality issues, and best-practice workflows
Collaborate with Training & Development, supervisors, and department leads to ensure training programs remain aligned with evolving platform capabilities
Partner with Patient Access, PAD-O, PSS, and other departments to map workflows and ensure the platform supports operational needs
Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service standards
Participate in cross-departmental initiatives to improve scripting, call handling expectations, and communication alignment
Support the implementation of new processes, platform features, and quality-improvement initiatives
Qualification
Required
Bachelor's degree required; preferred fields include Business Analytics, Data Science, Information Systems, Operations Management, or a related discipline
1–3 years of experience in data analysis, software implementation, system onboarding, workflow optimization, or quality assurance
Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable recommendations
Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data validation; experience with dashboards or BI tools preferred
Ability to learn and navigate new software platforms quickly and provide support to end users
Close attention to detail, strong organizational abilities, and effective documentation skills
Strong verbal and written communication skills, with the ability to explain technical concepts in a clear and understandable way
Ability to manage multiple projects, timelines, and cross-functional requests simultaneously
Demonstrated ability to work collaboratively with staff at all levels of the organization in a cooperative, team-oriented environment
Ability to maintain professionalism, confidentiality, and a positive attitude while navigating change or system challenges
Customer service mindset with the ability to understand patient impact, service workflows, and frontline operational needs
Proficient in the English language, both written and verbal; able to communicate professionally with individuals of varying backgrounds
Demonstrates good listening skills, the ability to ask clarifying questions, and the ability to incorporate feedback appropriately
Preferred
Experience with analytics tools, reporting platforms, call-performance systems, or customer experience software preferred
Coursework or experience in Statistical Quality Control, Data Visualization, Process Improvement, Business Analytics, or Operations preferred
Prior exposure to conversation intelligence tools, call review systems, workflow automation platforms, or CRM systems is highly desirable
Company
Medical Center Clinic
Medical Center Clinic was established in 1938 by six specialist physicians in Escambia County who sought to enhance the quality of healthcare in the community.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase