Call Center Quality Analyst- AI Quality Systems

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Job ID 23444 – Call Center AI Quality Analyst

Location: Lakeland, FL 33810 – This position is onsite

Pay: $28.85 per hour

Type: Contract to hire

Schedule:  M-F, 9:00 AM to 5:30 PM EST

Start date: June 15

Job description:

1. Train, validate, and oversee AI-driven quality monitoring systems used to evaluate call center interactions, eligibility case processing, and CRM documentation accuracy for a pharmaceutical manufacturer foundation.
2. Perform human-in-the-loop reviews of AI-generated quality scores, adverse event detection, and compliance findings to ensure alignment with SOPs, regulatory requirements, and operational standards.
3. Lead AI quality calibration sessions and partner with Quality, Operations, Safety, and Compliance teams to identify trends, improve scoring logic, and enhance AI model performance.
4. Support internal, client, and external audits by validating AI-generated quality data, maintaining governance documentation, and providing evidence of system accuracy and compliance.
5. Analyze AI quality trends, reporting dashboards, and validation outcomes to drive continuous improvement initiatives and optimize AI-powered quality assurance processes across programs and call types.

Nice to have:

• Healthcare, pharmaceutical, patient assistance, regulated environments
• Experience supporting pharmaceutical manufacturer foundations or patient support programs
• Experience working with AI-driven quality monitoring tools or advanced speech analytics platforms

Requirements:

• Associate’s degree or equivalent experience
• 2+ years of call center experience analyst
• Background check required
• Education verification required
• Employment verification required
• Drug screening required