Contact Center Quality Analyst, Hendrick Clinic Referral & Scheduling in Abilene, Texas at Hendrick Medical Center

The Contact Center Analyst is a high impact "triad" role responsible for integrating data across Workforce Management (WFM), Training, and Quality Assurance (QA). You will be the engine of the department, ensuring that staffing levels are optimized, staff are properly trained on hospital protocols, and every patient interaction meets clinical safety and service standards. Your goal is to use data to tell the story of why performance gaps exist and provide a roadmap to fix them.

Minimum Education

• Bachelor's Degree in Business, Healthcare Administration, or Statistics (or equivalent experience)

Minimum Work Experience

• At least 3 years in a contact center environment (Healthcare preferred), with proven experience in data analysis or reporting

Required Skills, Knowledge and Abilities

• Advanced Excel (VLookups, Pivot Tables)
• Experience with WFM tools (e.g., NICE,IEX, Verint)
• EMRs (Epic / Cerner)
• Ability to synthesize complex data sets from different sources (WFM, QA and Training into actionable executive summaries