Call review analyst

Overview

The Call Review Analyst supports high-volume call review activities across Case Management and QA Monitoring functions. The role is primarily aligned with Case Management to validate client-reported scenarios and intake compliance, while also providing supplemental support to QA Monitoring for targeted call reviews. This role focuses on verification, documentation, and trend tracking.

Key Responsibilities

• Review call recordings to validate client-reported cases

• Identify and document instances where required information was not available from the client

• Analyze longer-duration calls to determine whether services were delivered as expected

• Support QA Monitoring with targeted call reviews, including both long and short-duration calls

• Accurately document findings in case management and tracking systems

• Maintain organized records to support audits, reporting, and case resolution

• Track a...