Quality Assurance Analyst - Health Resources Services Administration

Guidehouse•Tysons, VA

2d•$113,000 - $188,000

About The Position

Play a key role in implementation of key federal health programs Develop quality assurance plans to monitor performance of several contracts Implement quality assurance plans, including conducting audits on call centers, policy operations, and other large projects Advise clients and internal stakeholders on performance improvement opportunities and help develop remediation plans Develop innovative new capabilities to meet business requirements utilizing industry best practices Contribute to business development opportunities including proposals, white papers, prototypes, and capture activities

Requirements

Bachelor's Degree
Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"
Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
Minimum 3 (THREE) years of professional work experience
Experience working with federal health agencies, especially Health and Human Services, Health Resources and Services Administration (HRSA), and the Organ Procurement and Transplantation Network (OPTN)
Experience conducting call audits, analyzing customer feedback, and supporting continuous improvement.
Preference will be given to candidate's located within the DC Metropolitan area.

Nice To Haves

Familiarity with federal performance standards and customer experience metrics.
Ability to collaborate across teams to implement corrective actions and elevate service quality.
Experience developing and implementing quality assurance protocols for public-facing customer service programs.
Subject matter knowledge of federal health policy, technology environments, patient safety, and/or operating large contact centers

Responsibilities

Play a key role in implementation of key federal health programs
Develop quality assurance plans to monitor performance of several contracts
Implement quality assurance plans, including conducting audits on call centers, policy operations, and other large projects
Advise clients and internal stakeholders on performance improvement opportunities and help develop remediation plans
Develop innovative new capabilities to meet business requirements utilizing industry best practices
Contribute to business development opportunities including proposals, white papers, prototypes, and capture activities

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave and Adoption Assistance
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Student Loan PayDown
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
Mobility Stipend