Quality Assurance Analyst

Quality Assurance Analyst

Job Description:

As a Quality Assurance Analyst, you will play a pivotal role in upholding the mission of the Quality Team, which is focused on ensuring exceptional customer experiences and operational efficiency within the claims department. This position not only involves training new hires but also providing ongoing refresher and cross-training to current associates. You will be responsible for creating engaging training materials and quality review processes that foster continuous improvement. Regular quality reviews of tasks and customer service calls will be conducted on a set schedule, and you will coach associates to help them enhance their skills and performance.

IT Languages:

• English
• Spanish

Your responsibilities will encompass a variety of tasks aimed at ensuring quality and efficiency in the claims process.:

Conduct interactive training sessions for new hires and support their development during their initial month.;; Design and implement refresher and cross-training programs for existing associates.;; Act as a supportive leader and mentor for both new and current team members.;; Collaborate with team members to innovate and update existing processes.;; Evaluate associate performance and provide constructive feedback.;; Prepare and manage quality review schedules, sharing results with business leaders.;; Lead calibration meetings to ensure alignment with quality standards.;; Create and maintain comprehensive training materials, standard operating procedures, and reference guides.;; Analyze trends in audit errors and coaching opportunities, developing targeted refresher training as needed.;; Communicate process changes to associates in a timely manner.;; Develop high-level presentations for upper management, summarizing current business processes and needs.;; Address and resolve escalated client and customer issues effectively.;; Assist with various administrative and team tasks as required.

Spoken Languages:

• English;; Spanish

Skillset:

• Customer service
• Training development
• Quality assurance processes
• Performance evaluation
• Data analysis
• Microsoft PowerPoint
• Microsoft Excel

Soft Skills:

• Excellent verbal and written communication
• Positive attitude
• Growth mindset
• Self-starter
• Strong attention to detail
• Problem-solving ability

Qualifications:

• High school diploma or equivalent
• Extensive experience in a similar role

Years of Experience:

5

Location:

Jacksonville, FL, United States

Job Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Company-paid short/long term disability
• 401(k) plan
• Tuition assistance

Working Conditions:

Full Time

Employment Type:

Permanent Contract

Company Culture:

• The company fosters a collaborative and supportive environment where teamwork and continuous improvement are highly valued. It emphasizes a positive approach to learning and development, encouraging employees to share innovative ideas and contribute to team success.

Opportunities For Advancement:

• Leadership training programs, Mentorship opportunities, Career progression within the Quality Assurance team

Visa Sponsorship:

Not Available