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Mid LevelFull-timeAWSGitAI
Salary Range
$102,850 - $139,150 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Quality Assurance Analyst to ensure the highest standards of service quality through detailed call monitoring, reporting, and trend analysis. This role engages with internal teams and external clients to evaluate performance and support quality initiatives.
Key Responsibilities
- →Monitor incoming and outgoing calls from patients, providers, and clients, assessing performance against established quality standards
- →Provide on-site leadership support to Quality Representatives and internal business partners
- →Conduct reporting and trend analysis to identify areas for improvement and present findings to management
- →Participate in or lead service improvement projects to enhance quality and operational efficiency
- →Host internal and external calibration sessions to ensure consistent service delivery
- →Support standard operational tasks including call review, email correspondence, training participation, and distribution of evaluations
- →Engage in meetings and events, both virtual and in-person, as required
Requirements
- ✓Bachelor’s degree in a related field, or 8–11 years of equivalent work experience; MA/MS degree may substitute for experience
- ✓2–5 years of relevant Quality Assurance experience in a customer service or healthcare environment
- ✓Proficiency with Microsoft Office, email, and general computer applications
- ✓Strong analytical and problem-solving skills with attention to detail
- ✓Excellent verbal and written communication skills
- ✓Leadership experience and supervisory skills preferred
- ✓Ability to work independently and manage multiple priorities in a fast-paced environment
- ✓Commitment to high-quality service and continuous improvement
- ✓Willingness to travel up to 10% as needed
