JOB SUMMARY: The Call Quality Assurance Analyst will monitor inbound/outbound calls within the Member Operations Call Center for quality assurance purposes. The Call Quality Assurance Analyst will serve as the subject matter expert for all lines of business so that reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials for the correct processing of member information and/or request for action completion. The Call Quality Assurance Analyst will monitor calls on a sliding scale each month for new and tenured employees with a focus on timeliness of answer, soft skills, to include, but not limited to active listening, request/i