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 and categorize findings to identify trends, re...