Home Health Focus AI · 10 hours ago
Call Center Quality Analyst- remote
Roanoke, VA
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Monitor and score agent interactions across multiple channels to ensure high-quality service
Create weekly and monthly reports detailing interaction scores and performance metrics
Perform root cause analysis on missed quality goals and recommend action plans
Provide actionable feedback and coaching to call center agents to enhance performance
Assist in developing and improving call center quality processes and training materials
Qualification
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Required
2 to 4 years of call center experience required, with 1 to 2 years of prior healthcare experience preferred
Demonstrated understanding of call center operations, service standards, and metrics
Exceptional listening and analytical skills, with strong interpersonal abilities
Proficiency in Microsoft Office (intermediate Word, basic Excel) and call center software
Preferred
Bachelor’s degree or equivalent experience preferred
Experience in healthcare-related call center environments
Familiarity with quality assurance processes and metrics
Proven track record of providing constructive feedback and coaching
Ability to handle sensitive and confidential information with discretion
Company
Home Health Focus AI
HomeHealthFocus.ai is an innovative data platform that tracks and analyzes critical information from home care, hospice, and senior living companies across the United States.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
