Role OverviewThe Quality Assurance Analyst reports to the Operations, Quality Assurance Leadership and is responsible for collecting and analyzing data collected from various resources. The QA Analyst will identify trends and opportunities for both program and agent performance and will communicate/present to CRx key stakeholders and clients.
What You Will Do
Perform data analysis on data collected by Quality Associates to identify trends, insights, and areas of opportunity within programs and agent performance. Create slide decks and present these documents to internal and external stakeholders alongside Operations Quality Assurance leadership.
Why It Might Be a Fit
The Quality Assurance Analyst will drive action-oriented solutions to all Crx cross-functional team members. The recommended solutions will be based on best practices within the industry and include the voice of the customer (VOC), and support data visualization tools with appropriate statistical methodologies.
Requirements
- Associate Degree or four years of experience required
- Quality certification such as Lean Six Sigma Yellow or Green Belt is a plus
- Two to four years of process improvement experience, including training in statistical tools/reporting and preferably Six Sigma techniques
- Two to four years in a quality assurance or quality auditing role, preferably in a call center, claim operations, pharmacy hub, or similar environment
- Lean Six Sigma certification at Yellow Belt level or higher
- Strong understanding of Microsoft Office products (Excel, Word, PowerPoint, etc.)
- Excellent verbal and written communication skills to support relationships across all levels of the organization
- Bilingual English/Spanish is a plus
- Knowledgeable, responsible, and self-driven to support excellent customer service and strong patient outcomes
- Strong customer and patient empathy; highly customer-centric
Benefits
- Bonus (or commissions)
- Comprehensive benefits, including medical, dental, vision, life, and disability insurance
- 401(k) plan with employer contributions where applicable
- Flexible paid time off (PTO) policy for exempt employees
- Eight standard company holidays and three floating holidays annually
- Prorations applied in the first year
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