JOB SUMMARY Under the direction of the Director and/or supervisor, the Contact Center Analyst (Training Quality) is primarily responsible forcreating, producing, and analyzing management reportsto support patient access operations. This high-impact role focuses ontraining effectiveness, quality assurance, and performance analyticsto improve service delivery, compliance, and patient experience. The Analyst collects and analyzes data toidentifytrends, performance gaps, and improvement opportunities. Using these insights, the role supports training strategies, quality initiatives, and leadership decision-making whilemaintainingthestrictest confidentiality of allpatientand operational information. JOB REQUIREMENTS Minimum Education High School Diploma/GEDrequired Bachelors degree in Business, Healthcare Administration, Data Analytics, Education, or related field preferred (or equivalent experience) Minimum Work Experience Minimum of 3 years in a contact center, healthcare, patient access, or analytics-focused environment Experience in data analysis, reporting, quality monitoring, or training support preferred Required Licenses/Certifications N/A Required Skills, Knowledge, and Abilities Strong analytical and problem-solving skills. Ability to compile, analyze, and interpret data from multiple sources. Proficiencywith spreadsheets and reporting tools (advanced Excel preferred). Strong attention to detail and commitment to confidentiality. Ability to research information and translate findings into actionable recommendations. Strong written and verbal communication skills. Ability to coordinate meetings and schedules effectively. Demonstrated professionalism, reliability, and compliance with organizational standards.