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, recurring issues, and potential risks • ...