Customer Service Quality Assurance Analyst at West Florida Medical Center Clinic PA – Pensacola, Florida

JOB SUMMARY

The Customer Experience Platform & QA Analyst administers MCC’s conversation-intelligence platform and ensures accurate configuration, data integrity, and operational readiness across Patient Access and related departments. This role analyzes call-quality data, develops and manages QA scorecards, and provides actionable insights to improve call handling, customer experience, and department performance. The Analyst also supports platform onboarding, user training, workflow documentation, and ongoing optimization in collaboration with departmental leadership, IT, and platform vendors.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree required; preferred fields include Business Analytics, Data Science, Information Systems, Operations Management, or a related discipline.
• 1–3 years of experience in data analysis, software implementation, system onboarding, workflow optimization, or quality assurance.
• Experience with analytics tools, reporting platforms, call-performance systems, or customer experience software preferred.
• Coursework or experience in Statistical Quality Control, Data Visualization, Process Improvement, Business Analytics, or Operations preferred.
• Prior exposure to conversation intelligence tools, call review systems, workflow automation platforms, or CRM systems is highly desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage configuration, settings, and integrations within the conversation-intelligence platform, ensuring accuracy and alignment with MCC’s operational requirements.
• Maintain user access, permissions, routing logic, and departmental structures within the platform.
• Coordinate with IT and vendors on technical issues, system updates, enhancements, and data-flow troubleshooting.
• Monitor system performance to ensure recordings, analytics, and reporting tools function as expected.
• Support workflow automation, tagging structures, disposition codes, and other platform-level optimization tools.
• Develop, maintain, and manage standardized QA scorecards for Patient Access and departmental stakeholders.
• Review call data, sentiment analysis, and interaction trends to identify opportunities for improved scripting, call flow, and customer experience.
• Produce regular QA reports, performance dashboards, and insight summaries for department leadership.
• Partner with supervisors to calibrate scoring, align feedback approaches, and ensure consistency in quality evaluation.
• Track trends and provide recommendations to reduce call variability, improve first-call resolution, and enhance the overall patient journey.
• Lead or support onboarding and training for new users, including platform navigation, QA expectations, and workflow standards.
• Create and maintain user guides, reference materials, QA standards, and process documentation.
• Provide ongoing user support for platform questions, functionality issues, and best-practice workflows.
• Collaborate with Training & Development, supervisors, and department leads to ensure training programs remain aligned with evolving platform capabilities.
• Partner with Patient Access, PAD-O, PSS, and other departments to map workflows and ensure the platform supports operational needs.
• Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service standards.
• Participate in cross-departmental initiatives to improve scripting, call handling expectations, and communication alignment.
• Support the implementation of new processes, platform features, and quality-improvement initiatives.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable recommendations.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data validation; experience with dashboards or BI tools preferred.
• Ability to learn and navigate new software platforms quickly and provide support to end users.
• Close attention to detail, strong organizational abilities, and effective documentation skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts in a clear and understandable way.
• Ability to manage multiple projects, timelines, and cross-functional requests simultaneously.
• Demonstrated ability to work collaboratively with staff at all levels of the organization in a cooperative, team-oriented environment.
• Ability to maintain professionalism, confidentiality, and a positive attitude while navigating change or system challenges.
• Customer service mindset with the ability to understand patient impact, service workflows, and frontline operational needs.
• Proficient in the English language, both written and verbal; able to communicate professionally with individuals of varying backgrounds.
• Demonstrates good listening skills, the ability to ask clarifying questions, and the ability to incorporate feedback appropriately.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Standing/Walking: Occasionally; activity exists up to 1/3 of the time.
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Exposed to frequent and constant interruptions in daily functions.
• Must be available to customers and staff throughout the day.
• Required to work extended hours to meet department needs.