Quality Assurance Analyst

Glendale, CO, United States

Position Summary

The Health Initiatives Quality Assurance Analyst position is responsible for evaluating the quality of products and services through review, analysis and reporting. Provides guidance and direction using institution, department, product/service and client guidelines.

Essential Duties

Evaluates and reports on agent phone, chat, and text interactions and data entry using departmental quality monitoring guidelines to ensure quality standards are met. Updates guidelines to align with best practices and new standards as needed.

Analyzes and reports on user experience in digital services using department quality monitoring guidelines. Reviews and analyzes daily, weekly, and monthly reports on products and services to validate user experiences align with product goals.

Analyzes and reports on trends in quality performance using data monitoring systems. Identifies actionable information and develops plan for increasing individual, team and departmental effectiveness.

Works with the QA team and Health Initiatives leadership to identify quality issues and engage appropriate stakeholders in developing solutions. Tracks and responds to quality issue escalation requests to determine appropriate action for all items, follows appropriate communication process for resolution and feedback.

Supports creation of policies, procedures and scripts to improve or maintain existing quality standards. Works with management to proactively streamline processes and support with process improvement activities.

Assists with assigning bimonthly audits to QA Analysts to ensure effective and equitable feedback to agents, and ensure all duties are covered.

Coordinates and facilitates call calibration sessions for call center staff, working with subject matter experts when needed.

Ensures agent compliance to procedures and notifies appropriate parties of non-compliance issues.

Competencies Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health

Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Coaching and Teaching Others: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others

Impact and Influence: Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one's own behavior to accommodate tasks, situations, and individuals involved. Taking advantage of opportunities to make a difference and have an impact. When used well, the intended outcome of this competency is the creation of goodwill, trust, and respect while motivating people to want to follow you even when they don't have to.

Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Problem Solving: Uses issue identification, data relation and comparison, pattern recognition and information gathering to create analyses and make recommendations.

Supervisory or Managerial Responsibility

None

Travel

None

Core Values Be available to work as scheduled and report to work on time.

Be willing to accept supervision and work well with others.

Be well groomed, appropriately for your role and wear ID Badge visibly.

Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.

Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.

Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.

Wears appropriate PPE as outlined by the infection control policies and procedures.

Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications Education: Bachelor's degree required.

Work Experience: A minimum of 2 years experience working in call center, or quality assurance required. Knowledge and application of motivational interviewing technique required.

Special Training, Certification or Licensure: None

Salary Range: $55,000 - $65,000

Benefits

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset.

With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

Medical Plans, Dental Plans and Vision Insurance

Retirement Plan

FSA and HSA

Short and Long Term Disability

Life Insurance and AD&D

Voluntary Benefits, like Accident Insurance, Critical Care and Hospital Indemnity

Paid Time Off Accruals

Wellness Program

Legal Plan