Call Quality Analyst

Role & responsibilities

1. Audit recorded emergency calls to assess quality, accuracy, and protocol adherence.

2. Evaluate communication skills, medical information capture, and response effectiveness.

3. Identify gaps, trends, and training needs based on audit findings.

4. Provide structured feedback to call agents and team leaders.

5. Maintain quality audit reports, scores, and compliance documentation.

6. Support continuous quality improvement and patient safety initiatives.