Quality Compliance & AI Operations Analyst

Role Overview

The Quality Compliance and AI Operations Analyst is responsible for executing quality assurance initiatives, driving continuous process improvements, and optimizing contact center workflows across omni-channel interactions. This individual contributor role requires strong cross-functional collaboration, project management skills, and hands-on expertise in healthcare compliance standards, speech analytics, and operational data analysis within a remote healthcare contact center environment.

What You Will Do

Develop and oversee quality programs to ensure compliance with all applicable regulations (e.g., HIPAA). Identify and implement training initiatives to enhance service center staff performance and quality based on automated compliance insights and audit trends. Track and analyze KPIs to improve patient outcomes, operational efficiency, and service quality.

Why It Might Be a Fit

The ideal candidate will have a strong background in healthcare quality, process improvement, and healthcare technology execution across omni-channel environments (voice, chat, email, and virtual/AI agents). They will also have hands-on experience with contact center speech analytics, rule-building, or Auto-QA features (e.g., AWS Contact Lens, Genesys, or Zendesk).

Requirements

• Bachelor’s degree in Healthcare Administration, Business, Quality Management, or a related field.
• Minimum 3-5 years of experience in healthcare quality, process improvement, and healthcare technology execution across omni-channel environments (voice, chat, email, and virtual/AI agents).
• Practical experience or strong working knowledge using SQL to query data and build reports (e.g., via Amazon Athena, Looker, or similar tools).
• Hands-on experience with contact center speech analytics, rule-building, or Auto-QA features (e.g., AWS Contact Lens, Genesys, or Zendesk).
• Strong knowledge of healthcare regulatory requirements (e.g., HIPAA, CMS) and quality improvement methodologies (Lean, Six Sigma).
• Experience managing Human-in-the-Loop (HITL) audit workflows, SLA tracking, and QA calibration sessions.
• Strong project management skills with experience coordinating quarterly initiatives and implementing operational change.
• Excellent analytical, root-cause problem-solving, and cross-functional communication skills.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off
• Retirement plan
• Learning budget
• Parental leave
• Wellness program

Tagged as: Data Analysis, Looker, Project Management, SQL