Position:  Contact Center Quality Specialist
Location:  Lakeland, FL
Job Id:  632
# of Openings:  2
At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. 
Our Vision:  
Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential. 
Our Mission:  
To be the disruptive force that drives meaningful change within pharmacy services. 
 
Summary 
The Contact Center Quality Specialist is responsible for training, validating, and overseeing AI-driven quality monitoring tools used to evaluate call center interactions and eligibility cases within the CRM system for a pharmaceutical manufacturer foundation. This role ensures the AI quality model accurately reflects regulatory, compliance, and operational standards, including adverse event identification and documentation. The analyst leads AI call calibration sessions, validates AI-generated quality outputs, and supports internal and external data validation audits, partnering closely with Quality, Operations, and Compliance teams.
  • Training will be onsite and mandatory 
  • Onsite position
Key Responsibilities
AI Quality Training and Validation
  • Work with leadership team to refine AI-driven quality models to evaluate call handling, documentation accuracy, and eligibility case processing.
  • Validate AI-generated quality scores, insights, and flags to ensure alignment with approved quality standards, SOPs, and regulatory requirements.
  • Perform human-in-the-loop reviews of selected calls and cases to verify AI accuracy and identify model gaps or bias.
  • Recommend to leadership adjustments to AI scoring logic, thresholds, and evaluation criteria based on validation findings.
Call, Case, and Eligibility Oversight
  • Validate AI reviews of inbound and outbound calls for accuracy, professionalism, compliance, and policy adherence.
  • Partner with leadership on AI-driven audits of eligibility cases within the CRM system to confirm data integrity, completeness, and correct eligibility determinations.
  • Identify trends and systemic issues surfaced by AI analytics and escalate findings to Quality and Operations leadership.
Adverse Event AI Monitoring
  • Partner with leadership to determine standards for AI detection and classification of potential adverse event calls and documentation.
  • Ensure AI workflows correctly identify, capture, and route adverse events in accordance with pharmacovigilance and regulatory requirements.
  • Partner with Safety and Compliance teams to address AI accuracy issues related to adverse event handling and reporting.
Calibration and Governance
  • Lead AI quality calibration sessions with Quality leadership, Operations, and Training teams to ensure alignment between AI output and business expectations.
  • Maintain governance documentation for AI quality rules, scoring logic, and validation protocols.
  • Support continuous improvement initiatives by ensuring AI quality remains consistent across agents, programs, and call types.
Audit and Data Validation Support
  • Respond to internal, client, and external data validation audits related to AI-generated quality results.
  • Provide validation evidence, test results, and documentation supporting the accuracy and reliability of the AI quality system.
  • Conduct periodic validation testing.
Reporting and Continuous Improvement
  • Review and share with leadership AI-generated quality trends and performance dashboards.
  • Partner with the Manager of Quality on all compliance reporting.
  • Partner with vendors or internal technical teams to enhance AI quality performance as needed.
Qualifications Required
  • Associate or bachelor’s degree (or equivalent experience).
  •  2+ years of call center experience, preferably in healthcare, pharmaceutical, patient assistance, or regulated environments.
  • Strong analytical skills and high attention to detail.
Preferred
  • Experience supporting pharmaceutical manufacturer foundations or patient support programs.
  • Experience working with quality monitoring tools or advanced speech analytics platforms.
  • Knowledge of eligibility processing, CRM systems, and data quality standards.
  • Understanding of adverse event reporting concepts and compliance requirements.
  • Familiarity with FDA pharmacovigilance concepts and adverse event workflows.
  • Experience supporting audits or compliance validation efforts.
  • Exposure to AI governance, model validation, or quality technology implementations. ​
Work Environment / Physical Demands 
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required. 
EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law. 
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