Contact Center Quality Analyst

Franciscan Health

. Monitor and evaluate inbound and outbound calls, chats, and other customer service interactions .

Posted 10/13/2026full-timeIndianapolis • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance evaluation, training facilitation, and performance improvement within a healthcare contact center environment. Proficient in developing training materials and assessing training effectiveness to enhance customer service interactions.

Highest-signal resume keywords

Quality Assurance EvaluationTraining FacilitationPerformance ImprovementHealthcare Contact Center ExperienceTraining Needs Assessment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

QA Evaluation FormsPerformance BenchmarksTraining Materials DevelopmentCoachingDocumenting FindingsConducting AssessmentsIdentifying TrendsFacilitating Calibration SessionsDelivering Training SessionsMeasuring Training Effectiveness

Soft Skills

Coaching and FeedbackCommunicationCollaborationProblem-SolvingInterpersonal Skills

Industry Keywords

HealthcareCustomer ServiceContact CenterEmployee DevelopmentTraining Programs

About the role

Key responsibilities & impact

Monitor and evaluate inbound and outbound calls, chats, and other customer service interactions
Develop, maintain, and administer QA evaluation forms, scoring guidelines, and performance benchmarks
Document findings and prepare quality and performance reports
Identify trends, gaps, and improvement opportunities
Provide coaching and feedback to agents and supervisors
Partner with leadership to identify training needs
Facilitate calibration sessions
Design, develop, and deliver new-hire and ongoing training
Maintain training materials, job aids, and knowledge resources
Conduct training needs assessments
Facilitate group and one-on-one training sessions
Support performance improvement initiatives and reinforce training through coaching
Measure training effectiveness through assessments, agent performance outcomes, and quality results

Requirements

What you’ll need

High School Diploma/GED required
2 years Healthcare Contact Center QA, Customer Service or Training preferred
1 year facilitating training sessions or employee development programs required
Ability to travel up to 20%
Must be able to travel to a Franciscan location in Hammond, Lafayette, or Indianapolis, Indiana for onsite training and to train other Franciscan employees

Benefits

Comp & perks

Comprehensive benefit offerings for eligible employees
Onsite training and professional development opportunities