QA Analyst Level I

QA Analyst Level I - Non-exempt

Job Purpose

Ensures the delivery of high-quality services, adhering to established standards and client expectations, while also contributing to process improvement and customer satisfaction. This involves monitoring employee performance, conducting audits, providing feedback, and identifying areas for improvement.

Duties

• Evaluating calls, chats, emails, or other customer interactions to assess quality against established standards
• Examining metrics like customer satisfaction, first call resolution, and other relevant KPIs to identify trends and areas for improvement
• Providing constructive and actionable feedback to support coaching and developmental opportunities
• Contributing to the development and ongoing refinement of quality standards, evaluation criteria, and scoring systems
• Analyzing interactions and data to pinpoint areas where processes, training, or technologies can be enhanced to improve service quality
• Preparing reports on quality performance, trends, and areas for improvement, and presenting findings to stakeholders
• Contributing to the development and delivery of training programs for agents on quality standards and best practices
• Working with supervisors, trainers, and other stakeholders to implement quality improvement initiatives and ensure consistency in evaluation processes
• Monitoring adherence to company policies, procedures, and regulatory requirements related to quality assurance
• Keeping abreast of industry trends, best practices, and emerging technologies related to quality assurance.
• Other duties as assigned

Requirements/Skills/Qualifications

• Graduate of a bachelor’s degree from an accredited university or college, preferably within a health science and/or medical field of study
• Proficiency as a Quality Assurance Analyst with 0 - 1 years’ experience
• Clear and effective verbal and written communication skills
• Ability to analyze data, identify trends, and draw conclusions
• Understanding of customer expectations and experience
• Ability to pay close attention to details and identify errors or inconsistencies
• Ability to learn new technologies and processes
• Ability to identify problems, analyze causes, and recommend solutions
• Ability to collaborate effectively with other team members
• Time management is a must, as most of the tasks given are deadline driven
• Working knowledge of MS Word, Excel, PowerPoint, SharePoint etc.
• Preferred Skills/Qualifications:
• Background in Medical Terminology and CPT/ ICD-9/ ICD-10 Coding
• Certified Lean, Six Sigma
• Capable of performing assigned tasks with little supervision
• Experience working in a multitask environment, taking directions from multiple staff