The Role
The Quality Assurance Analyst monitors production quality, reviews customer interactions, documents results, provides feedback, and drives continuous improvement in service quality.
Summary Generated by Built In
The Quality Assurance Analyst is responsible for monitoring and documenting production quality in support of the departmental goals and initiatives. The Quality Assurance Analyst evaluates both verbal and written customer contact. The Analyst participates in the design of all quality monitoring formats and quality standards. The Quality Assurance Analyst will fairly and consistently review the calls, emails, claims, etc. of our team for accuracy and provide coaching for success in executing superior service and quality to our customers. The Quality Assurance Analyst documents the production quality results and effectively presents and facilitates discussions, providing feedback and trend data to the Management team to drive continuous improvement.
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES
QUALIFICATIONS:
What will you learn in the first 6 months?
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES
QUALIFICATIONS:
- Minimum of 1 year of experience performing Quality Assurance in a call center or other production-oriented service operations environment (or equivalent education and experience)
- Desire and capability to emerge as a leader within the Operations team
- Consistent track record of 95% + in Quality and Production scores in current/previous roles
- Proficient understanding of QA methodologies and quality monitoring practices
- Demonstrated ability to rapidly gain product, process and tools knowledge and effectively communicate it to employees
- Ability to analyze data to identify root causes of quality issues and propose actionable solutions
- Excellent communication skills including listening, interpersonal, verbal, written, spelling and grammar
- Ability to coach/motivate employees with tact in order to facilitate optimal performance
- Must exhibit leadership capabilities and interpersonal skills
- Maintain confidential information and abide by necessary rules and regulations
- Strong organizational, problem-solving, and analytical skills
- Manage conflicting priorities while clearly communicating and managing expectations
- Proficiency in Word, Excel and PowerPoint for presentations and reports
- Flexible and able to multitask and work with changing priorities with enthusiasm
- Self-motivated, detail-oriented and prepared to work independently or as an active team player
- Ability to remain focused and motivated during the auditing process
- Healthcare experience is a MUST
- Fluent in Spanish and English preferred
What will you learn in the first 6 months?
- You will learn the function of the Quality Assurance team within the Operations organization.
- You will fully understand your job role and responsibilities and which tools assist you in your position
- Familiarized with Integra’s QA platform (Genie) and how to navigate through it. Including how to adjudicate an audit appeal
- Subject matter expert in the Policy and Procedures for the department(s) you audit
- During this time, you will set measurable goals for personal development and growth.
- You will be fully integrated with your job, company and team.
- You will be contributing your skills and knowledge to meeting your department's goals.
- You will become confident in leading meetings with Interdepartmental Management teams and presenting complex concepts related to quality analysis
- Bachelor’s Degree preferred or equivalent experience
Top Skills
Excel
PowerPoint
Word
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The Company
What We Do
Integra Partners is a leading network management company that connects Orthotics and Prosthetics (O&P) and Durable Medical Equipment (DME) providers with health plans and their patients. The company works with more than 50 health plans and has over 4,000 provider locations in its network. For more information on Integra Partners, visit www.accessintegra.com
