Position OverviewThe Contact Center Quality Analyst (CCQA) is responsible for auditing member and provider interactions across Harbor Health's contact center channels — phone, email, chat, and text — to evaluate adherence to quality standards, operational workflows, and regulatory requirements.This role plays a critical part in protecting member experience, ensuring CMS and HIPAA compliance, and providing actionable feedback that drives continuous improvement across contact center teams.Duties & ResponsibilitiesConduct routine and targeted audits of contact center interactions to evaluate adherence to quality standards, workflows, and regulatory mandatesEnsure all audited interactions and documentation strictly comply with HIPAA, CMS guidelines, internal policies, and quality documentation standardsApply standardized, objective evaluation criteria and quality scoring methodologies consistently across all interaction types and market segmentsAnalyze audit results and interaction data to identify emerging performance trends, recurring compliance risks, and systemic process bottlenecksDocument all audit findings, quality scores, and supporting evidence in the tracking system; maintain audit-ready records for internal and external reviewParticipate actively in calibration sessions to ensure inter-rater reliability and scoring alignment across all QA teamsProvide timely, constructive, and actionable feedback to support coaching, training, and performance improvement for agents and supervisorsEscalate critical quality or compliance issues, potential breaches, or systemic errors to appropriate leadership following established protocolsDesired Professional Skills & ExperienceRequired2+ years in a contact center QA role, preferably in a healthcare or managed care environmentComprehensive knowledge of contact center policies, procedures, and quality scoring frameworksSolid understanding of HIPAA, CMS, and TDI compliance regulations and ability to apply them in auditing contextsStrong analytical skills; proficiency with Excel or Tableau for data synthesis and root cause identificationExceptional written and verbal communication, including clear documentation and professional escalation skillsMeticulous attention to detail; experience maintaining audit trails and quality recordsObjectivity and fairness in evaluation; ability to articulate and defend scoring rationaleHigh learning agility; proven ability to work independently in a fast-paced, ambiguous environmentPreferredExperience auditing in a payvider, ACO, or value-based care contact centerFamiliarity with HEDIS, Star Ratings, or URAC/NCQA accreditation standardsKnowledge of grievance, appeals, and prior authorization workflowsExperience with Athena or similar EHR/CRM platformsBilingual: English / SpanishCoaching and performance management experienceWhat We OfferOpportunity to build Harbor Health's contact center quality program from an early stage — your standards will define how we serve our membersCollaborative, cross-functional environment connecting QA, compliance, clinical, and operations teamsAn organization of people passionate about transforming healthcare for underserved Texas communitiesCompetitive salary and benefits packageProfessional development and growth opportunities as Harbor scales its operationsA transparent startup culture that values your expertise and perspectiveHarbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by
