Call Center Accuracy Analyst

Job Summary

A company is looking for a Call Center Accuracy Analyst responsible for reviewing AI-generated transcripts and behavioral insights from service calls.

Key Responsibilities

• Review AI-generated transcripts and summaries to identify incorrect or misleading information
• Escalate instances of misinformation shared during member/provider service calls
• Analyze call quality and ensure compliance with HIPAA and related standards

Required Qualifications

• Bachelor's Degree and 2 years of experience in health insurance operations
• Experience with AI/ML systems, transcription tools, or customer service analytics platforms
• Experience in call quality monitoring or auditing preferred
• Familiarity with HIPAA and related compliance standards
• Certification in healthcare claims or auditing is a plus