Call Quality Analyst

Call Quality Analyst

InnoSource is hiring for a Fortune 100 client who helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification, and adherence. If you are interested in taking the next step in your career, apply today! 

Key Responsibilities - Call Quality Analyst

What You'll Do:

As a Remote Call Quality Analyst, you will handle establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution. Responsibilities include:

• Evaluate calls and cases using standardized criteria; provide feedback and recognition to drive performance and continuous improvement
• Accurately score transactions and monitor voice and non-voice performance to ensure compliance with company, regulatory, and HIPAA standards
• Identify, track, and report customer experience trends; deliver insights and analysis to leadership
• Support and facilitate calibration sessions with internal teams and clients
• Conduct root cause analysis, gap assessments, and recommend corrective actions
• Identify training needs and performance concerns; communicate findings to leadership
• Lead or support quality improvement initiatives and process enhancements
• Maintain knowledge of quality systems, program requirements, and applicable regulations
• Collaborate cross-functionally to align on requirements and achieve shared goals
• Build strong customer relationships and deliver customer-focused solutions
• Analyze complex information to solve problems effectively
• Demonstrate accountability, adaptability, and resourcefulness in a fast-paced environment
• Communicate clearly and effectively with diverse audiences

Education and Experience - Call Quality Analyst

What You'll Bring:

• High school diploma, GED, or equivalent required; relevant degree or certification preferred
• 3+ years of call quality auditing experience preferred
• Experience in patient support programs or hub environments is an asset
• Adverse event reporting and reconciliation experience preferred
• Strong data collection, analysis, and trend reporting skills
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word)
• Bilingual Spanish is a plus

Benefits and Pay - Call Quality Analyst

Why You'll Love This Opportunity:

• 100% Remote – Work from your own home!
• Starting Pay: $20/hour
• Monday–Friday schedule (shifts within the range of 7:00 AM – 8:00 PM CST)
• Career Growth – Build meaningful experience in the specialty pharma and hub services space

About InnoSource

InnoSource has been Putting Passion to Work for over 25 years. We care about our associates and our clients, and we aim to deliver for both. This means connecting each individual with the best long-term career fit based on unique skills and needs, and guiding you through the process along the way.

Pre-Employment Checks

As part of our hiring process, InnoSource may obtain a background check (known as a "Consumer Report") from a Consumer Reporting Agency. This report will include a criminal records check and may also include verification of your Social Security number, driving record, education and/or employment history, credit history, or other background information. A drug and/or nicotine screen may also be required.

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Equal Opportunity Employer - Age/Race/Color/Sex/Sexual Orientation/Gender Identity/Disability/Veteran