Contact Center QA Analyst

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

Family Health Centers of San Diego (FHCSD) is looking for a Contact Center QA Analyst – The Contact Center QA Analyst serves as the first dedicated quality assurance resource for Patient Access, establishing a centralized QA function that supports all contact center operations. The role provides structured audit coverage, QA standards and trend reporting and is a support and oversight function rather than a direct operational position.

Responsibilities:

• Conduct structured quality audits across all Patient Access contact center units, targeting ≥ 3 audits per agent per month.
• Develop and maintain QA scoring rubrics and call quality standards for each contact center unit.
• Participate in calibration sessions with supervisors and trainers to maintain scoring consistency.
• Produce regular QA reports, scorecards, dashboards and trend analysis for Contact Center Leadership and Senior Management.
• Monitor agent and AI agent interactions for accuracy, compliance and patient experience quality.
• Deliver timely, constructive feedback to agents and supervisors. Identify patterns in call quality data and recommend corrective action or coaching opportunities.
• Ensure compliance adherence to HIPAA, organizational policies, scripting, authentication and documentation standards. Document findings and maintain audit trails for regulatory and accreditation purposes. Support audits and accreditation activities by ensuring quality standards are met.
• Partner with Contact Center Leadership to align QA standards with operational goals.
• Support onboarding new units into the centralized QA framework and partner with trainers and supervisors to identify knowledge gaps and recommend training.
• Partner with Nurse Information Center to review and QA workflows for Medication Refills, Nurse Pool Messages, and Test Results
• Complete Root Cause Analysis; identify recurring issues affecting quality, patient experience, First Call Resolution or compliance.
• Recommend workflow improvements that enhance quality, efficiency and patient satisfaction.
• Perform other duties as assigned.

Requirements:

• Master’s Degree OR equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties is required.
• Bachelor’s Degree required.
• 5 years of experience in compliance or Healthcare quality assurance.
• Clinical Or equivalent combination of education and experience that provides the skills, knowledge, and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

Rewards:

• Job type: Regular Full Time
• Competitive Salary with Excellent Benefits
• Retirement Plan with Employer Match
• Paid Time Off, Extended Sick Leave and Paid Holidays
• Medical/Dental/Vision/FSA/Life Insurance
• Employee Discounts and Wellness Programs

The successful candidate will have a demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.

We are excited to share that the salary range for this position is:

$70,304 - $99,251

Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.