Perform data analysis on data collected by Quality Associates to identify trends, insights, and areas of opportunity within programs and agent performance
Create slide decks and present these documents to internal and external stakeholders alongside Operations Quality Assurance leadership
Use the data to recommend process improvement opportunities and lead teams toward action-oriented results
Lead meetings with Operations leadership and clients to discuss program quality scores and areas of opportunity
Communicate identified trends and quality risks, serve as a resource regarding quality concerns, and continue monitoring for improvement opportunities
Provide feedback to Operations Leadership and Operations Agents during coaching sessions, utilizing structured coaching methods

Associate Degree or four years of experience required
Quality certification such as Lean Six Sigma Yellow or Green Belt is a plus
Two to four years of process improvement experience, including training in statistical tools/reporting and preferably Six Sigma techniques
Two to four years in a quality assurance or quality auditing role, preferably in a call center, claim operations, pharmacy hub, or similar environment
Strong working knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution
Knowledgeable, responsible, and self-driven to support excellent customer service and strong patient outcomes
Bilingual English/Spanish is a plus

Operations QA Analyst

Key skills