Customer Service Quality Assurance Analyst - West Florida Medical Center Clinic : Job Details

The Customer Service Quality Assurance Analyst supports the advancement of patient and customer experience by monitoring, analyzing, and improving call quality, service delivery, and process efficiency across all front-line service teams. This role leverages both technical skills and operational knowledge to assess performance, identify trends, and drive continuous improvement efforts. The analyst applies analytical methods and project management principles to ensure service excellence aligns with organizational standards and goals. EDUCATION/ EXPERIENCE REQUIREMENTS Bachelors degree required, preferably in Business Analytics, Operations Management, or a related discipline. 13 years of experience in quality assurance, business analysis, or customer service performance monitoring. Relevant coursework or experience in Statistical Quality Control, Production Planning & Control, Business Analytics preferred. Prior experience working with CI tools, call review platforms, or satisfaction s...Customer Service, Quality Assurance, Assurance, Analyst, Business Analytics, Customer Experience, Technology, Healthcare