Served With Honor
Job Title:
QA Analyst - Digital Location:
100% Remote (US Only) Compensation:
$50,000-$60,000 + Full Benefits Package Reports to:
QA As a
QA Analyst (Digital)
you will deliver high quality service through quality assurance monitoring of digital communications (phone, chat, email) of service delivery roles with clients using tools such as Genesys Cloud or similar. In addition to completing digital communications observations, responsibilities include hosting internal call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. What you will do: Review quality of work and performance of all service delivery team members across business lines by using AI enabled, contact center applications, applications and manual process workflows.
Identify training needs and communicate needs to leadership and training teams as needed.
Compile Quality Assurance (QA) assessments of service delivery, and document results within established repository in accordance with defined departmental policies and procedures.
Provide actionable data and feedback to care delivery managers and leadership team members.
Identify, document and establish contact center quality and performance trends and communicate to leadership team.
Maintain working knowledge of all applicable regulatory standards and compliance such as HIPAA, HEDIS and Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in laymans terms.
What you will bring: Monitor / Score: Create quality scoring standards, samples, etc. in the delivery of services to clients (B2C, B2B) and collaborate with Care Delivery leadership on performance based on a standard set of criteria.
Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
Service Improvement Projects: Participate in or lead projects to help drive quality improvements and/or expand services.
Calibration Sessions: Provide support to leadership by participating in and hosting internal calibration sessions.
Billing Accountability: Generates reports on invoice misses
Required Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field
3+ years with IVR systems and contact center solutions; preferred Genesys Cloud or similar such as Five9 or Zoom
2+ years in automation solution design and implementation
3+ years with system performance analysis and root cause identification
Certification in contact center applications, IVR system management or relevant automation technology is plus
Skill in process automation tools and platforms
Knowledge of call center analytics and reporting tools
Proven track record of successful IVR system enhancements
Demonstrable experience in reducing omni-channel handling times
Accomplishments in process optimization and workflow automation within voice channels
Compensation and Benefits: Along with competitive pay, full-time employees are eligible for the following benefits: Healthcare:
PPO and HSA plans
Retirement:
401(k) with up to 3% employer match
Flexible Spending:
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Paid Time Off:
30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure
Insurance:
Short and Long-Term Disability, Life Insurance
Family & Medical Leave:
Paid Parental Leave, Military Leave, and Bereavement Leave
Other Benefits:
Employee discounts, Jury Duty Pay, Time-Off to Vote, and more
This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming. Served With Honor
is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.
QA Analyst - Digital Location:
100% Remote (US Only) Compensation:
$50,000-$60,000 + Full Benefits Package Reports to:
QA As a
QA Analyst (Digital)
you will deliver high quality service through quality assurance monitoring of digital communications (phone, chat, email) of service delivery roles with clients using tools such as Genesys Cloud or similar. In addition to completing digital communications observations, responsibilities include hosting internal call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. What you will do: Review quality of work and performance of all service delivery team members across business lines by using AI enabled, contact center applications, applications and manual process workflows.
Identify training needs and communicate needs to leadership and training teams as needed.
Compile Quality Assurance (QA) assessments of service delivery, and document results within established repository in accordance with defined departmental policies and procedures.
Provide actionable data and feedback to care delivery managers and leadership team members.
Identify, document and establish contact center quality and performance trends and communicate to leadership team.
Maintain working knowledge of all applicable regulatory standards and compliance such as HIPAA, HEDIS and Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in laymans terms.
What you will bring: Monitor / Score: Create quality scoring standards, samples, etc. in the delivery of services to clients (B2C, B2B) and collaborate with Care Delivery leadership on performance based on a standard set of criteria.
Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
Service Improvement Projects: Participate in or lead projects to help drive quality improvements and/or expand services.
Calibration Sessions: Provide support to leadership by participating in and hosting internal calibration sessions.
Billing Accountability: Generates reports on invoice misses
Required Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field
3+ years with IVR systems and contact center solutions; preferred Genesys Cloud or similar such as Five9 or Zoom
2+ years in automation solution design and implementation
3+ years with system performance analysis and root cause identification
Certification in contact center applications, IVR system management or relevant automation technology is plus
Skill in process automation tools and platforms
Knowledge of call center analytics and reporting tools
Proven track record of successful IVR system enhancements
Demonstrable experience in reducing omni-channel handling times
Accomplishments in process optimization and workflow automation within voice channels
Compensation and Benefits: Along with competitive pay, full-time employees are eligible for the following benefits: Healthcare:
PPO and HSA plans
Retirement:
401(k) with up to 3% employer match
Flexible Spending:
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Paid Time Off:
30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure
Insurance:
Short and Long-Term Disability, Life Insurance
Family & Medical Leave:
Paid Parental Leave, Military Leave, and Bereavement Leave
Other Benefits:
Employee discounts, Jury Duty Pay, Time-Off to Vote, and more
This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming. Served With Honor
is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.