Quality Analyst and QA Team Supervisor

Description

POSITION SUMMARY

• The Sales Quality Analyst and Supervisor is responsible for ensuring high-quality sales interactions in a healthcare-focused call center. This role involves monitoring and evaluating sales calls and providing performance feedback to optimize sales effectiveness, compliance, and quality customer engagement. The ideal candidate possesses strong knowledge of healthcare regulations, telephone sales techniques, and coaching methodologies to drive revenue growth and enhance sales and service.

ROLE RESPONSIBILITIES

Quality Assurance (QA) Responsibilities:

•  Monitor and evaluate outbound sales calls to ensure adherence to sales scripts, quality standards, and regulatory compliance (HIPAA, CMS, TCPA, etc.).
•  Develop and implement call quality scorecards, evaluation criteria, and feedback processes to assess sales performance.
•  Analyze sales performance trends and provide actionable recommendations for improvement.
•  Conduct call calibration sessions with team leads and managers to ensure consistency in scoring and feedback.
•  Maintain reports on agent performance, identifying patterns and opportunities for training or coaching.
•  Ensure ethical sales practices and adherence to healthcare industry regulations and guidelines.
•  Stay updated on healthcare policies, sales strategies, and call center best practices.

Supervisory Responsibilities:

•  Lead and supervise a team of QA representatives, providing guidance, mentorship, and ongoing performance management.
•  Schedule and prioritize QA monitoring activities to align with business goals and staffing capacity.
•  Train new QA team members on monitoring protocols, compliance standards, and evaluation techniques.
•  Facilitate team meetings, calibration sessions, and one-on-one coaching to ensure alignment and continuous improvement.
•  Collaborate with Sales Managers and Training Teams to identify quality gaps and implement improvement initiatives.
•  Review QA team outputs to ensure consistency, accuracy, and effectiveness in feedback and documentation.
•  Track team KPIs, generate supervisory reports, and escalate risks or performance concerns to senior leadership as needed.

Requirements

Qualifications and Skills:

•  Education: Bachelor’s degree in business, healthcare administration, communications, or a related field (preferred but not required).
•  Experience:
• 3+ years of experience in a healthcare outbound call center sales environment.
• At least 1–2 years in a quality assurance role focused on sales performance.
•  Skills:
• Strong knowledge of healthcare sales, patient engagement, and compliance regulations (HIPAA, CMS, TCPA, etc.).
• Proficiency in call monitoring software, CRM systems, and reporting tools.
• Excellent sales coaching, communication, and training facilitation skills.
• Ability to analyze sales data and develop targeted improvement strategies.
• Strong problem-solving, time management, and organizational abilities.
• Ability to work in a fast-paced, metric-driven sales environment.
• Certifications (Preferred):
• Certified Professional in Healthcare Sales (CPHS)
• Call Center Quality Assurance (CCQA) Certification
• Train-the-Trainer Certification

Work Environment:

•  Office-based or remote (depending on company policies).
•  May require flexible hours to accommodate training schedules and call monitoring.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Agile People and Payroll provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state, or federal laws. Agile People and Payroll may obtain a 'consumer report' about you from a consumer reporting agency for employment purposes. A 'consumer report’ is a background screening report that may contain information regarding your criminal history, driving history, and information about you.