[Hiring] Contact Center Quality Analyst @Harbor Health

Role Description

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.

Qualifications

• 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.

Benefits

• 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.