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).