Quality Assurance Analyst

Integra Partners•Troy, MI

14d•$22•Remote

About The Position

The Quality Assurance Analyst is responsible for monitoring and documenting production quality in support of the departmental goals and initiatives. The Quality Assurance Analyst evaluates both verbal and written customer contact. The Analyst participates in the design of all quality monitoring formats and quality standards. The Quality Assurance Analyst will fairly and consistently review the calls, emails, claims, etc. of our team for accuracy and provide coaching for success in executing superior service and quality to our customers. The Quality Assurance Analyst documents the production quality results and effectively presents and facilitates discussions, providing feedback and trend data to the Management team to drive continuous improvement.

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
Demonstrated ability to rapidly gain product, process and tools knowledge and effectively communicate it to employees
Ability to analyze data to identify root causes of quality issues and propose actionable solutions
Excellent communication skills including listening, interpersonal, verbal, written, spelling and grammar
Ability to coach/motivate employees with tact in order to facilitate optimal performance
Must exhibit leadership capabilities and interpersonal skills
Maintain confidential information and abide by necessary rules and regulations
Strong organizational, problem-solving, and analytical skills
Manage conflicting priorities while clearly communicating and managing expectations
Proficiency in Word, Excel and PowerPoint for presentations and reports
Flexible and able to multitask and work with changing priorities with enthusiasm
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

Nice To Haves

Healthcare experience preferred
Fluent in Spanish and English preferred
Bachelor’s Degree preferred or equivalent experience

Responsibilities

Monitoring and documenting production quality
Evaluating verbal and written customer contact
Participating in the design of quality monitoring formats and quality standards
Reviewing calls, emails, claims, etc. for accuracy
Providing coaching for success in executing superior service and quality to our customers
Documenting the production quality results
Presenting and facilitating discussions
Providing feedback and trend data to the Management team to drive continuous improvement