Quality Analyst

Position Summary/Objective

The Quality Analyst is responsible for analyzing quality data, identifying trends, supporting quality improvement initiatives, and ensuring that processes meet established quality standards.

Essential Functions/Duties/Responsibilities

• Plan and schedule SOP adherence audits of cases and calls using defined, standardized and balanced evaluation points and scorecards
• Review documentation, observe processes and interview personnel as needed to support audits
• Test internal controls and assess their design and operating effectiveness
• Document findings in detailed audit reports and work with business leaders to develop corrective action plans as needed
• Identify trends, patterns, and anomalies in quality data
• Create quality metrics, dashboards and reports for internal and external stakeholders
• Track Key Performance Indicators (KPIs) to assess performance and identify areas for improvement
• Investigate quality issues and escalations
• Participate in root cause analysis and continuous improvement activities

Competencies

• Ability to excel in a high-energy, fast-paced environment
• Excellent attention to detail and accuracy
• Professional skepticism and objectivity
• Strong organizational and time management skills
• Discretion and handling confidential information
• Results-oriented mindset

Qualifications And Experience

• 3-4 years related experience and/or training
• Proficient PC Skills (M365, HRIS, etc)