CATI Quality Control Monitor / Telephone Survey Interview Monitor

The CATI Quality Control (QC) Monitor is responsible for monitoring, evaluating, coaching, and documenting the performance of Computer-Assisted Telephone Interviewing (CATI) interviewers conducting Veterans Affairs (VA) survey research studies. This position plays a critical role in ensuring that interviewers adhere to approved survey protocols, Veterans Crisis Line (VCL) escalation procedures, confidentiality requirements, and quality assurance standards while collecting information from Veterans participating in VA service delivery program.  These include mental health, suicide prevention, healthcare experience, and service dog training programs. 

The QC Monitor evaluates interviewer performance through live monitoring, recorded call reviews (when authorized), CATI system reviews, and documentation audits. The position works closely with Interviewers, supervisors, the CATI study manager, and the Clinical Director to ensure Veterans are treated with respect, empathy, and professionalism while maintaining the highest standards of data quality. 

Because these studies involve potentially sensitive discussions regarding mental health, PTSD, suicidal ideation, wellbeing, recovery, and healthcare experiences, the QC Monitor must be capable of evaluating trauma-informed interviewing practices and identifying situations requiring clinical escalation.

This position is remote/work-from-home and requires a secure, confidential, and distraction-free work environment. Must be located in the Greater Tampa Area.

Quality Monitoring and Evaluation 

• Monitor live CATI interviews to assess interviewer compliance with approved scripts, survey protocols, and quality standards.
• Review recorded interviews when authorized by project protocols and applicable laws.
• Evaluate interviewer performance using project-specific quality monitoring forms and scorecards.
• Assess interviewer compliance with: Survey administration procedures; Respondent engagement standards; CATI system usage requirements; Privacy and confidentiality requirements; Crisis escalation procedures; and Data collection protocols.
• Verify proper use of disposition codes, callback scheduling procedures, and respondent tracking activities.
• Document monitoring findings and maintain detailed quality assurance records.
• Identify trends affecting data quality, response rates, retention rates, and interviewer performance. 

Interviewer Coaching and Development

• Provide real-time and post-monitoring feedback to interviewers.
• Coach interviewers on rapport-building, respondent engagement, refusal avoidance, and effective interviewing techniques.
• Conduct refresher training sessions when quality issues are identified.
• Support interviewer development through individualized coaching plans.
• Assist in onboarding and certification of new interviewers.
• Reinforce Veteran-centric communication techniques and trauma-informed interviewing practices.
• Escalate persistent performance concerns to supervisor and project leadership. 

Veteran Experience and Survey Quality

• Evaluate interviewer interactions to ensure Veterans are treated with dignity, respect, sensitivity, and professionalism.
• Assess interviewer adherence to standards, which may include discussions of: Mental health treatment; Suicide prevention services; PTSD; Recovery and wellbeing; Service dog training participation.
• Monitor respondent complaints, concerns, or negative interactions for required follow-up.
• Ensure interviewer compliance with informed consent and voluntary participation requirements.
• Promote a Veteran-centered interviewing culture throughout data collection activities. 

Crisis Escalation Oversight

• Monitor interviewer recognition and handling of participant distress.
• Verify adherence to Veterans Crisis Line (988, Press 1) escalation procedures.
• Ensure appropriate documentation of all participant safety concerns.
• Confirm timely notification of supervisors and Clinical Director staff during crisis events.
• Review crisis-related incidents for quality assurance and protocol compliance.
• Support post-incident reviews and corrective action activities when required.
• Immediately notify leadership if serious protocol deviations affecting Veteran safety are identified. 

Compliance and Data Security

• Ensure personal and interviewer compliance with: HIPAA requirements; Human Subjects Protection requirements; VA privacy standards; Information security requirements; CATI system procedures.
• Protect Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Conduct quality reviews in accordance with established confidentiality requirements.
• Maintain secure handling of quality monitoring records and project documentation.
• Participate in audits and quality reviews conducted by project leadership or government representatives. 

Reporting and Documentation

• Prepare quality monitoring reports and summaries.
• Maintain interviewer performance metrics and monitoring logs.
• Track 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 preparation of quality assurance reports required by project management.

Qualifications 

• 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.

Preferred Qualifications

• Associate’s or Bachelor’s degree preferred in Psychology, Behavioral Health, Social Work, Public Health, Healthcare Administration, Sociology, Survey Research, or Related discipline.
• Experience supporting VA surveys.
• Experience with mental health, PTSD, suicide prevention, healthcare experience, or patient outcomes research.
• Experience monitoring healthcare, public health, or government survey projects.
• Experience with Veterans Crisis Line protocols or crisis intervention programs.
• Bilingual English/Spanish proficiency.
• Experience using Voxco.
• Prior experience as a CATI Supervisor or Interviewer Trainer.
• U.S. military Veteran, former Department of War employee, or immediate family member of a Veteran.

Home Office Requirements

• 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.

Expected Hours of Work

This position will work between 5 and 6 hours a day each day from Monday to Friday between 10AM and 12 midnight. Split shifts may be available, meaning the daily hours may be broken into two different periods each day separated by least a two-hour break. More hours may be available from time to time.

About Vistra:  Vistra Communications, doing business as Vistra and Vistra Federal Solutions, is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Tampa, FL with an office in Alexandria, VA providing professional support serviced to Defense, Federal, and Civilian Agencies.  Approximately 25% of our “team member” employees work in the National Capital Region, providing communications, outreach, and organizational transformation services to our public sector customers.  Vistra provides medical, dental, and vision benefits, life and disability insurance, employer matching 401(k) retirement plan, Paid Time Off, Parental and Bereavement Leave, and Professional Development, among other benefits. 

US Citizenship Required: Due to the requirements of the federal contract that this position supports, U.S. citizenship is required. Citizenship will be confirmed via I-9/E-Verify at the start of employment.