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Call Quality Analyst

InnoSource -
Ohio

Quick Apply

Job Details

Temporary | Full-time | Contract
$20 an hour

Benefits

Health insurance
Dental insurance
Flexible spending account
Life insurance
Referral program

Qualifications

Spanish
Microsoft Excel
Microsoft Outlook
HIPAA
High school diploma or GED

Full Job Description

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.

By submitting this application, you consent to receive SMS messages from InnoSource related to recruiting, interview scheduling, employment opportunities, and related communications at the phone number provided above. The SMS frequency may vary. Data rates may apply. For assistance, reply HELP. Reply STOP to opt out of receiving text messages. Please review our Privacy Policy and Terms & Conditions.

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

CID626

Pay: $20.00 per hour

Benefits:

Dental insurance
Flexible spending account
Health insurance
Life insurance
Referral program

Work Location: Remote

Quick Apply

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