QUALITY ANALYST I - NURSING CONTACT CENTER
About The Position
Under the direction of the Supervisor - Quality Assurance, the QA Analyst 1 monitors and evaluates scheduler and contact center interactions to ensure compliance with established quality standards and service expectations. This position is responsible for direct monitoring and documentation of performance, identifying trends, and evaluating patient-facing interactions across Aspirus' contact centers to uphold service quality, compliance, and patient satisfaction objectives. The QA Analyst 1 collaborates with operational supervisors to reinforce consistent quality and assists with QA reporting, calibration, and basic trend analysis, contributing to ongoing quality-improvement efforts within the Patient Service Center and other patient service areas under the Shared Support model.
Requirements
- High school diploma or GED required; Associate's degree preferred
- 1-2 years of experience in a contact center or customer-service environment required.
- Proficient with Excel and QA platforms
- Excellent listening and documentation skills.
- Ability to interpret and communicate feedback objectively and professionally.
- Strong attention to detail and accuracy.
- Ability to work independently while collaborating within a team structure.
- Demonstrated experience in continuous learning and improvement.
Nice To Haves
- Prior exposure to quality monitoring or coaching processes preferred.
- Healthcare or patient-access experience preferred.
Responsibilities
- monitors and evaluates scheduler and contact center interactions
- direct monitoring and documentation of performance
- identifying trends
- evaluating patient-facing interactions
- QA reporting
- calibration
- basic trend analysis
Benefits
- Full benefits packages available for part- and full-time status.
- PTO accrual from day one!
- Generous retirement plan with match available.
- Wellness program for employees and their families.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
