IT Quality & Training Analyst - Remote

Overview

The Quality and Training Analyst will ensure the highest level of quality in customer support interactions and internal processes, contributing to improved customer satisfaction and operational efficiency in a healthcare environment.

In Short

• Understand roles and workflows within Technical Support Services and Patient Technical analysts.
• Develop and implement quality assurance programs with guidance from senior team members.
• Conduct case analysis to identify recurring issues and ensure timely resolution.
• Engage in procedure updates and maintain knowledge base documentation.
• Conduct regular audits of customer interactions and provide feedback to support representatives.
• Participate in calibration sessions to align on performance metrics.
• Collaborate with the Learning and Enablement team to design training programs.
• Stay current with industry standards in technology support and quality management.
• Other duties as assigned.

Requirements

• Bachelor’s degree preferred.
• 1-2 years of experience in Healthcare and technology operations.
• Demonstrated flexibility, independence, and self-motivation.
• Proven track record in delivering change in an operational environment.
• Strong creative development and analytical skills.
• Attention to detail and organizational skills.
• Ability to identify problems and use sound judgment.
• Critical and creative thinking abilities.

Benefits

• Hourly range of $22.00-28.00/hr.
• Eligible for an annual bonus targeted at 10%.
• Medical, dental, vision, and life insurance.
• 401K and paid time off.
• Wellness programs available.