Senior Quality Process Improvement Analyst

VIPcare•Tampa, FL

1d•$80,000 - $90,000

About The Position

The Senior Quality Process Improvement Analyst evaluates operational performance, identifies root causes of quality and process gaps, and develops solutions to improve efficiency, service delivery, and the patient experience. The role manages improvement initiatives from issue identification and analysis through recommendation, implementation, and outcome monitoring. It also supports the ongoing Quality Assurance (QA) function by evaluating interactions and operational processes, applying quality standards, conducting calibrations, identifying coaching and education opportunities, and incorporating process changes into quality monitoring. This is a highly autonomous, cross-functional role that requires navigating a matrixed environment and influencing outcomes without direct authority. The analyst translates data and observations into practical solutions and may develop processes, tools, or quality standards where none exist. The position reports to the Senior Director, Operations.

Requirements

At least 3 years of experience in quality analytics, operational analytics, process improvement, business analysis, or a related analytical role.
Experience conducting root-cause analysis and translating findings into actionable process or performance improvements.
Experience supporting process improvement initiatives from problem identification through implementation and post-implementation evaluation.
Experience using AI-enabled tools, such as Gemini or Claude, to support research, analysis, problem-solving, and process improvement.
Advanced proficiency with Microsoft Excel, Google Sheets, or comparable tools for organizing, analyzing, and interpreting data.
Strong analytical and critical-thinking skills, including the ability to evaluate complex information, identify patterns and trends, determine root causes, and develop practical solutions.
Strong understanding of quality assurance, continuous improvement, and performance measurement principles.
Ability to independently investigate ambiguous or complex problems and develop solutions without a defined process or approach.
Ability to translate data and analytical findings into clear, actionable recommendations for operational stakeholders.
Ability to work independently, exercise sound judgment, and own initiatives through implementation and follow-up.
Ability to navigate a highly matrixed environment and influence outcomes through collaboration, credibility, and stakeholder management.
Strong organizational and project management skills, including the ability to prioritize and manage multiple concurrent initiatives.
Excellent written and verbal communication skills and the ability to communicate findings, recommendations, expectations, and results to varied audiences.
Strong interpersonal and presentation skills and the ability to build cross-functional relationships and facilitate discussions.
High attention to detail while recognizing broader trends, patterns, and organizational impacts.
Ability to handle confidential and sensitive information appropriately.
Appreciation of cultural diversity and sensitivity toward the populations and communities served.
Ability to remain stationary, sitting or standing, for extended periods while performing computer-based work.
Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive wrist, hand, and finger motions.
Ability to move throughout the office as needed, including standing, walking, bending, and reaching.
Visual and auditory acuity sufficient to review data and quality materials, monitor recorded or live interactions, participate in meetings, and communicate effectively.

Nice To Haves

Bachelor’s degree in Business Administration, Healthcare Administration, Analytics, or a related field; equivalent education and relevant experience may be considered.
Experience with quality monitoring, call monitoring, scorecards, calibration, or other structured QA methodologies.
Call center or contact center experience.
Healthcare experience.
Experience with Contact Center as a Service (CCaaS) or other call center telephony platforms.
Experience with reporting, dashboarding, quality management, or data visualization tools.

Responsibilities

Perform ongoing quality monitoring and evaluations of calls, interactions, workflows, and operational processes using established standards and scoring methodologies.
Conduct quality scoring and calibration activities to promote consistency and alignment across reviewers, leaders, and operational teams.
Analyze monitoring results, operational data, patient feedback, and performance trends to identify recurring issues and improvement opportunities.
Conduct root-cause analysis to distinguish individual performance issues from broader process, workflow, system, training, or operational gaps.
Partner with operational leaders and cross-functional stakeholders to understand challenges, gather information, and determine appropriate solutions.
Develop data-informed recommendations and actionable improvement plans, including workflows, procedures, quality standards, and controls.
Support implementation and adoption of approved process and quality improvements with business owners and cross-functional teams.
Establish success measures and monitor implemented changes to evaluate outcomes and determine whether further adjustments are needed.
Incorporate new or revised processes, procedures, and expectations into ongoing QA monitoring.
Identify coaching, training, and education opportunities based on quality findings and partner with stakeholders to communicate expectations.
Develop, implement, and maintain QA tools, scorecards, monitoring criteria, procedures, documentation, and other quality resources.
Design new quality or process improvement approaches when existing tools, standards, or processes do not meet operational needs.
Develop and monitor quality metrics, performance indicators, and benchmarks.
Prepare reports, analyses, dashboards, and presentations communicating findings, trends, root causes, recommendations, and outcomes.
Conduct targeted audits and reviews in response to trends, business concerns, process changes, or emerging needs.
Use available technology, including AI and data analysis tools, to support research, pattern identification, root-cause evaluation, and solution development.
Maintain documentation of quality findings, initiatives, decisions, changes, and results.
Manage multiple initiatives simultaneously and prioritize work based on business impact, urgency, and organizational needs.
Perform additional duties and project support as assigned.