IT Quality & Training Analyst

Privia Health

7d•$22 - $28•Remote

About The Position

The Quality and Training Analyst will be responsible for ensuring the highest level of quality in our customer support interactions and internal processes. Your expertise will contribute to improving customer satisfaction, agent performance, and operational efficiency of a multi disciplinary organization responsible for the management of a complex health care portfolio across a national presence. Role will have a heavy focus on improving customer and patient satisfaction through monitoring and providing feedback. Understand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality. Develop & Implement QA Programs: With guidance from senior team members, participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization. Case Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure. Procedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentation. Audit & Feedback: Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progress. Collaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metrics. Design & Update Training Programs: Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needs. Stay Current with Industry Standards: Keep up-to-date with industry standards and best practices in technology support and quality management. Other duties as assigned.

Requirements

Bachelor’s degree preferred
1-2 years of work experience in Healthcare
1-2 years working within technology operations, ideally with cross team functional mindset
Demonstrated flexibility, independence, and self-motivation, with the ability to adapt to new processes and manage high volumes while maintaining quality support
A proven track record in delivering change into an operational environment
Strong creative development skills with ability to quickly comprehend technical information and translate ideas/concepts
Superior research and analytical skills
Strong organizational and prioritization skills with attention to detail and accuracy
Ability to identify problems and to use sound judgment
Ability to think critically and creatively
Must comply with all HIPAA rules and regulations

Nice To Haves

Six Sigma Yellow Belt or ITIL preferred
Preferred experience with profession-based telephonic or remote communication

Responsibilities

Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality.
Participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization.
Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure.
Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience.
Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentation.
Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards.
Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training.
Track trends and monitor individual and team progress.
Participate in calibration sessions with TSS managers to align on team and individual performance metrics.
Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needs.
Keep up-to-date with industry standards and best practices in technology support and quality management.
Other duties as assigned.