Contact Center Quality Analyst

Position Overview

The Contact Center Quality Analyst (CCQA) is responsible for auditing member and provider interactions across Harbor Health's contact center channels — phone, email, chat, and text — to evaluate adherence to quality standards, operational workflows, and regulatory requirements.

This role plays a critical part in protecting member experience, ensuring CMS and HIPAA compliance, and providing actionable feedback that drives continuous improvement across contact center teams.

Duties & Responsibilities

• Conduct routine and targeted audits of contact center interactions to evaluate adherence to quality standards, workflows, and regulatory mandates
• Ensure all audited interactions and documentation strictly comply with HIPAA, CMS guidelines, internal policies, and quality documentation standards
• Apply standardized, objective evaluation criteria and quality scoring methodologies consistently across all interaction types and market segments
• Analyze audit results and interaction data to identify emerging performance trends, recurring compliance risks, and systemic process bottlenecks
• Document all audit findings, quality scores, and supporting evidence in the tracking system; maintain audit-ready records for internal and external review
• Participate actively in calibration sessions to ensure inter-rater reliability and scoring alignment across all QA teams
• Provide timely, constructive, and actionable feedback to support coaching, training, and performance improvement for agents and supervisors
• Escalate critical quality or compliance issues, potential breaches, or systemic errors to appropriate leadership following established protocols

Desired Professional Skills & Experience

Required

• 2+ years in a contact center QA role, preferably in a healthcare or managed care environment
• Comprehensive knowledge of contact center policies, procedures, and quality scoring frameworks
• Solid understanding of HIPAA, CMS, and TDI compliance regulations and ability to apply them in auditing contexts
• Strong analytical skills; proficiency with Excel or Tableau for data synthesis and root cause identification
• Exceptional written and verbal communication, including clear documentation and professional escalation skills
• Meticulous attention to detail; experience maintaining audit trails and quality records
• Objectivity and fairness in evaluation; ability to articulate and defend scoring rationale
• High learning agility; proven ability to work independently in a fast-paced, ambiguous environment

Preferred

• Experience auditing in a payvider, ACO, or value-based care contact center
• Familiarity with HEDIS, Star Ratings, or URAC/NCQA accreditation standards
• Knowledge of grievance, appeals, and prior authorization workflows
• Experience with Athena or similar EHR/CRM platforms
• Bilingual: English / Spanish
• Coaching and performance management experience

What We Offer

• Opportunity to build Harbor Health's contact center quality program from an early stage — your standards will define how we serve our members
• Collaborative, cross-functional environment connecting QA, compliance, clinical, and operations teams
• An organization of people passionate about transforming healthcare for underserved Texas communities
• Competitive salary and benefits package
• Professional development and growth opportunities as Harbor scales its operations
• A transparent startup culture that values your expertise and perspective

Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.