Call Quality Analyst

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. We offer unparalleled opportunities 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.

About the role

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.

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.
• Use quality monitoring data management systems to compile and track performance at team and individual levels.
• Provide 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/QBR) 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 AI-related risk, and coordinating remediation with Ops, Training, WFM, and IT.
• Perform data-driven decision making and action plans; comfort with dashboards and QA trend analysis.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.
• Perform other duties as assigned.

Requirements

• Experience supporting quality assurance for federal or state government contracts, healthcare payers/providers, Medicaid, or other highly regulated public-sector service environments.
• High school diploma and 3 years of call center experience.
• Excellent verbal, written, and interpersonal communication skills.
• Self-motivated 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.
• Ability to effectively communicate with people at all levels.

Preferred Qualifications

• Experience with Genesys or comparable contact center platforms.
• Experience with agent assist tools (real-time knowledge and next best action).
• Exposure to agentic AI platforms (e.g., Kore.ai, Intellipeer) and omnichannel workflow QA.
• Ability to multitask and successfully operate in a fast-paced, team environment with strict deadlines, while being able to adapt well to change and successfully set and adjust priorities as needed.
• Support readiness testing (DR/fallback) for the AI and contact center stack.
• Proficient with Microsoft Office (Word, Excel).
• Validate PHI/PII redaction on transcripts/recordings and access controls (RBAC); confirm adherence to retention policies and legal holds.
• Supports AI quality monitoring by validating AI summaries, reviewing sentiment/intent outputs, identifying recurring AI quality issues, and escalating potential governance or compliance risks.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Pay

The pay range for this position is USD $61,280.00 - USD $62,000.00 per year. Based on our compensation philosophy, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.