Position Summary

Provalus is seeking a detail-oriented and customer-focused Quality Assurance Analyst (QA Analyst) to support a healthcare call center serving a Physical Therapy and Rehabilitation organization. This role is responsible for evaluating customer interactions to ensure exceptional service quality, compliance with established standards, and a positive patient experience.

The QA Analyst will monitor and assess inbound and outbound calls, emails, and chat interactions to evaluate customer service performance, communication effectiveness, technical accuracy, and adherence to company policies and procedures. This individual will provide actionable feedback, identify performance trends, and collaborate with leadership to improve service quality, training effectiveness, and operational excellence.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer interactions, including phone calls, emails, and chat communications.
• Assess customer service representatives' performance for quality, professionalism, accuracy, empathy, and policy adherence.
• Develop, maintain, and support quality monitoring standards, scorecards, and evaluation processes.
• Identify performance trends and provide actionable insights to management and operational teams.
• Compile, track, and analyze quality assurance data at both the individual and team levels.
• Prepare and distribute quality reports, scorecards, and performance summaries for leadership review.
• Partner with leadership to identify coaching opportunities and performance improvement initiatives.
• Conduct call calibration sessions to ensure scoring consistency and quality standards across teams.
• Participate in customer and client listening programs to better understand customer expectations and service needs.
• Collaborate with training teams to recommend enhancements to onboarding materials, coaching resources, and ongoing development programs.
• Maintain confidentiality of sensitive customer, patient, and business information.
• Perform additional duties and special projects as assigned.

Qualifications

Required Education

• High School Diploma or GED required

Required Skills & Experience

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and commitment to delivering exceptional customer experiences.
• Outstanding listening, analytical, and problem-solving skills.
• Ability to objectively evaluate interactions and provide constructive feedback.
• Strong attention to detail and organizational skills.
• Ability to identify trends, patterns, and opportunities for improvement.
• Working knowledge of customer service best practices and quality assurance methodologies.
• Ability to learn and remain current on organizational policies, procedures, and healthcare-related processes.
• Ability to communicate effectively with agents, supervisors, management, clients, and cross-functional teams.
• Proficiency with Microsoft Office applications and quality monitoring systems.
• Ability to maintain strict confidentiality and professionalism at all times.

Preferred Qualifications

• Previous Quality Assurance, Quality Monitoring, or Call Center Analyst experience.
• Experience in a healthcare, patient services, rehabilitation, physical therapy, or medical contact center environment.
• Experience reviewing and evaluating phone, email, and chat interactions.
• Familiarity with customer experience metrics and quality performance reporting.

Success in This Role

The ideal candidate is passionate about quality, customer experience, and continuous improvement. They have a keen eye for detail, can identify opportunities to improve service delivery, and effectively partner with leaders and team members to elevate performance while supporting a positive patient experience.

Location: Onsite
Job Type: Full-Time