Quality Assurance Analyst

The Quality Assurance Analyst is responsible for monitoring and documenting production quality in support of departmental goals and initiatives. The Analyst evaluates customer contact and participates in the design of quality monitoring formats and quality standards.

Requirements

• Minimum of 1 year of experience performing Quality Assurance in a call center or other production-oriented service operations environment (or equivalent education and experience)
• Desire and capability to emerge as a leader within the Operations team
• Consistent track record of 95% + in Quality and Production scores in current/previous roles
• Proficient understanding of QA methodologies and quality monitoring practices
• Ability to analyze data to identify root causes of quality issues and propose actionable solutions
• Excellent communication skills
• Ability to coach/motivate employees with tact
• Maintain confidential information and abide by necessary rules and regulations
• Strong organizational, problem-solving, and analytical skills
• Manage conflicting priorities
• Proficiency in Word, Excel and PowerPoint
• Flexible and able to multitask and work with changing priorities
• Self-motivated, detail-oriented and prepared to work independently or as an active team player
• Ability to remain focused and motivated during the auditing process
• Healthcare experience preferred
• Fluent in Spanish and English preferred

Benefits

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities