Call Center Quality Analyst- AI Quality Systems

• 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

Do you have experience in System validation?, Do you have a Associate's degree?, * Associate's degree or equivalent experience

• 2+ years of call center experience
• Background check required
• Education verification required
• Employment verification required
• Drug screening required

3.83.8 out of 5 stars Lakeland, FL 33810 $28.85 an hour - Temp-to-hire