Senior Quality Process Improvement Analyst

VIPcare•Tampa, FL

2d•$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 problem identification and data analysis through solution development, implementation, and evaluation of results. It also supports the ongoing Quality Assurance function by monitoring interactions and operational processes, applying quality standards, conducting calibrations, identifying coaching and education opportunities, and incorporating process changes into monitoring activities. This highly autonomous position works across departments to address complex operational challenges in a matrixed environment and influence outcomes without direct authority. The Senior Analyst translates data and observations into practical solutions and may develop processes, tools, or quality standards when none exist. The position reports to the Senior Director, Operations.

Requirements

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, Claude, or similar technologies, 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 evaluating complex information, identifying patterns and trends, determining root causes, and developing practical solutions.
Strong understanding of quality assurance, continuous improvement, and performance measurement principles.
Ability to independently investigate ambiguous or complex problems and develop solutions when no defined process or approach exists.
Ability to translate data and analytical findings into clear, actionable recommendations for operational stakeholders.
Ability to work independently, exercise sound judgment, and own initiatives from identification 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 prioritizing and managing multiple concurrent initiatives.
Excellent written and verbal communication skills and ability to communicate findings, recommendations, expectations, and results to audiences at varying organizational levels.
Strong interpersonal and presentation skills, including building cross-functional relationships and facilitating productive discussions.
High attention to detail and ability to recognize 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 through 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.
Positive work ethic and ability to model core values and guiding principles.
Ability to contribute as a team player, offer ideas and feedback, and meet commitments.
Ability to approach tasks and challenges with energy and passion, pursue goals with focus, and complete commitments.

Nice To Haves

Bachelor’s degree in Business Administration, Healthcare Administration, Analytics, or a related field; equivalent education and relevant experience will 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

Monitor and evaluate calls, interactions, workflows, and operational processes using established standards and scoring methodologies; conduct quality scoring and calibrations.
Analyze monitoring results, operational data, patient feedback, and performance trends to identify recurring issues, performance gaps, and improvement opportunities.
Conduct root-cause analysis to distinguish individual performance issues from 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.
Partner with business owners and cross-functional teams to implement approved process and quality improvements and support adoption.
Establish success measures and monitor implemented changes to assess outcomes and identify needed adjustments.
Incorporate new or revised processes, procedures, and performance expectations into QA monitoring to validate adoption and effectiveness.
Identify coaching, training, and education opportunities from quality findings and partner with stakeholders to communicate expectations and improve performance.
Develop, implement, and maintain QA tools, scorecards, monitoring criteria, procedures, documentation, and other quality resources.
Design 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.
Document quality findings, improvement initiatives, decisions, implemented changes, and results.
Manage multiple initiatives simultaneously and independently prioritize work based on business impact, urgency, and organizational needs.
Perform additional duties and project support as assigned.