CATI Quality Control Monitor – Telephone Survey Interview Monitor

🕒 August 7

🐊 Florida – Remote

🐊 Florida – Remote

⏱ Part Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vistra

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

Consulting • Marketing

Vistra is an integrated marketing, communications, and consulting agency that provides a range of services including public relations, communications and marketing plans, advertising, brand management, and crisis communications. Recognized as one of the top communications firms in the U. S. , Vistra serves corporate, government, and nonprofit clients, with a team of experts in strategic communications, graphic design, and media relations. The company is also known for its outstanding status as a Veteran-owned and minority-owned small business.

📋 Description

• Monitor live CATI interviews to assess interviewer compliance with approved scripts, survey protocols, and quality standards • Review authorized recorded interviews, CATI system activity, and documentation audits • Evaluate interviewer performance using project-specific quality monitoring forms and scorecards • Assess compliance with survey administration, respondent engagement, CATI usage, privacy, confidentiality, crisis escalation, and data collection requirements • Verify disposition codes, callback scheduling, and respondent tracking procedures • Document monitoring findings and maintain quality assurance records • Identify trends affecting data quality, response rates, retention rates, and interviewer performance • Provide real-time and post-monitoring feedback and coaching • Coach interviewers on rapport-building, respondent engagement, refusal avoidance, and interviewing techniques • Conduct refresher training and support individualized coaching plans • Assist with onboarding and certification of new interviewers • Reinforce Veteran-centric and trauma-informed interviewing practices • Escalate persistent performance concerns to supervisors and project leadership • Evaluate whether Veterans are treated with dignity, respect, sensitivity, and professionalism • Monitor complaints, concerns, negative interactions, informed consent, and voluntary participation • Monitor recognition and handling of participant distress • Verify Veterans Crisis Line (988, Press 1) escalation procedures and documentation of safety concerns • Confirm timely notification of supervisors and Clinical Director staff during crisis events • Review crisis incidents and support post-incident reviews and corrective actions • Notify leadership of serious protocol deviations affecting Veteran safety • Ensure compliance with HIPAA, Human Subjects Protection, VA privacy, information security, and CATI procedures • Protect PII and PHI and securely handle monitoring records and project documentation • Participate in audits and quality reviews by project leadership or government representatives • Prepare quality monitoring reports and summaries • Maintain performance metrics, monitoring logs, coaching activities, and corrective action plans • Identify recurring quality issues and recommend process improvements • Provide quality summaries to project leadership, CATI study manager, and Clinical Director • Assist with project-management quality assurance reports

🎯 Requirements

• High school diploma or equivalent required • Minimum two years of CATI survey or call center quality assurance, interviewer supervision, healthcare quality monitoring, or customer experience quality monitoring experience • Experience conducting or monitoring telephone interviews involving sensitive or personal topics • Experience using structured quality review forms and performance evaluation systems • Experience providing coaching and performance feedback • Strong knowledge of CATI interviewing procedures and survey research methods • Excellent listening and evaluation skills • Ability to identify interviewer strengths and performance gaps • Strong written and verbal communication skills • Ability to provide constructive coaching and corrective feedback • Strong attention to detail • Ability to identify potential respondent safety concerns • Ability to manage confidential information appropriately • Proficiency with CATI platforms (e.g. Voxco, Forsta, Blaise, Qualtrics, or similar) and Microsoft Office applications • Located in the greater Tampa Bay Florida area • Must have U.S. citizenship; citizenship will be confirmed via I-9/E-Verify at the start of employment • Must have a private, quiet work location where confidential Veteran information cannot be overheard or accessed by unauthorized individuals • Must maintain a dedicated workspace suitable for quality monitoring and review activities • Workspace must remain free from excessive background noise, distractions, pets, television, music, or interruptions during scheduled work hours • Must be able to participate in meetings, coaching sessions, and call monitoring activities without interruption • Must maintain reliable high-speed internet capable of supporting CATI systems, voice communications, quality monitoring software, and video conferencing platforms • Internet service must be available throughout scheduled shifts • Candidate is responsible for internet service costs • Candidate must have a contingency plan for temporary internet disruptions

🏖️ Benefits

• Medical, dental, and vision benefits • Life and disability insurance • Employer matching 401(k) retirement plan • Paid Time Off • Parental Leave • Bereavement Leave • Professional Development • Split shifts may be available • More hours may be available from time to time