What are the responsibilities and job description for the Call Center Quality Analyst- AI Quality Systems position at Hiregy?
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Job ID 23444 – Call Center AI Quality Analyst
Location: Lakeland, FL 33810 – This position is onsite
Pay: $28.85 per hour
Type: Contract to hire
Schedule: M-F, 9:00 AM to 5:30 PM EST
Start date: June 15
Job description:
- Train, validate, and oversee AI-driven quality monitoring systems used to evaluate call center interactions, eligibility case processing, and CRM documentation accuracy for a pharmaceutical manufacturer foundation.
- Perform human-in-the-loop reviews of AI-generated quality scores, adverse event detection, and compliance findings to ensure alignment with SOPs, regulatory requirements, and operational standards.
- Lead AI quality calibration sessions and partner with Quality, Operations, Safety, and Compliance teams to identify trends, improve scoring logic, and enhance AI model performance.
- Support internal, client, and external audits by validating AI-generated quality data, maintaining governance documentation, and providing evidence of system accuracy and compliance.
- Analyze AI quality trends, reporting dashboards, and validation outcomes to drive continuous improvement initiatives and optimize AI-powered quality assurance processes across programs and call types.
Nice to have:
- Healthcare, pharmaceutical, patient assistance, regulated environments
- Experience supporting pharmaceutical manufacturer foundations or patient support programs
- Experience working with AI-driven quality monitoring tools or advanced speech analytics platforms
Requirements:
- Associate’s degree or equivalent experience
- 2 years of call center experience
- Background check required
- Education verification required
- Employment verification required
- Drug screening required
Salary : $29