QA Analyst Level II - Non Exempt
Job Purpose:
Ensures the delivery of high-quality services, adhering to established standards and client expectations, while also contributing to process improvement and customer satisfaction. This involves monitoring agent performance, conducting audits, providing feedback, and identifying areas for enhancement.
Duties:
- Evaluating calls, chats, emails, or other customer interactions to assess quality against established standards
- Examining metrics like customer satisfaction, first call resolution, and other relevant KPIs toidentifytrends and areas for improvement
- Providing constructive and actionablefeedback tosupport coaching and developmental opportunities
- Contributing to the development and ongoing refinement of quality standards, evaluation criteria, and scoring systems
- Analyzing interactions and data to pinpoint areas where processes, training, or technologies can be enhanced to improve service quality
- Preparing reports on quality performance, trends, and areas for improvement, and presenting findings to stakeholders
- Contributing to the development and delivery of training programs for agents on quality standards and best practices
- Working with supervisors, trainers, and other stakeholders to implement quality improvement initiatives and ensure consistency in evaluation processes
- Monitoring adherence to company policies, procedures, and regulatory requirements related to quality assurance
- Keeping abreast of industry trends, best practices, and emerging technologies related to quality assurance
- Other duties as assigned
Requirements/Skills/Qualifications:
- Graduate of abachelor’sdegree from an accredited university or college, preferably within a health science and/or medical field of study
- Proficiencyas a Quality Assurance Analyst with1-2years’ experience
- Strong communicationskills to exchange and convey information clearly and efficiently
- Enhanceexpertisewithin specific analytical or operational domain
- Demonstrate a strong understanding of how teams collaborate and integrate with other departments.
- Independentlyidentifiesand resolves common issues within their work area, applying sound judgment.
- Advanceknowledge of MS Word,Excel,PowerPoint,SharePointetc.
- Operate with moderate level of supervision, balancing independence with guidance as needed.
Preferred Skills/Qualifications:
- Background inMedical Terminology and CPT/ ICD-9/ ICD-10 Coding
- Trained/CertifiedLeanSix Sigma(White/Yellow Belt)
Skills Required
- Bachelor's degree from an accredited university or college
- 1-2 years experience as a Quality Assurance Analyst
- Strong communication skills
- Understanding of team collaboration and department integration
- Ability to independently resolve common issues
- Advanced knowledge of MS Word, Excel, PowerPoint, SharePoint
What We Do
Founded in 1994 and headquartered in Conshohocken, Pennsylvania, MedRisk was established with a mission to revolutionize physical rehabilitation for workers' compensation patients. Over the last 30 years, the company has evolved into a leading managed care organization dedicated to physical rehabilitation and medical bill review for the casualty claims industry.
