Quality Assurance Specialist
Aledade, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $26 per hour
Job Level
Mid-LevelSenior
About the role
- Monitor, Evaluate & Analysis: Listen to recorded or live calls; Review emails, text/SMS, and chats to ensure compliance with company quality standards
- Deliver constructive, actionable feedback and coaching to employees on performance, strengths, and areas for development.
- Monitor multiple lines of the business, new and ongoing projects, including calls for both internal and external partners
- Act as a subject matter expert for employees, supervisors, L&D, and Leadership offering insights and resources to enhance performance and adherence to standards.
- Analyze and spot patterns in employee performance
- Training & Process Improvement: Collaborate with L&D to help create training materials that address identified specific training needs for employees
- Participate in regular calibration sessions in collaboration with Leadership to maintain consistency in scoring and evaluation standards.
- Advocate for and implement process improvements to enhance operational efficiency and elevate the Patient experience
- Other duties as assigned
Requirements
- High School Diploma
- 3 yrs. quality assurance experience; 2 yrs. of call center experience
- Excellent interpersonal skills; Ability to provide constructive feedback
- Proficient documentation skills with a focus on accuracy and objectivity
- Experience with quality management software, call center technology (i.e. Five9, Ring Central, etc.), and reporting tools.
- Strong analytical and reporting skills
- Strong knowledge of industry-specific regulations and quality standards (i.e. HIPAA)
- Ability to thrive in a fast-paced, changing environment
- Familiarity with Continuous Quality Improvement methodologies
Benefits
- Flexible work schedules and the ability to work remotely are available for many roles
- Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
- Robust time-off plan (21 days of PTO in your first year)
- Two paid volunteer days and 11 paid holidays
- 12 weeks paid parental leave for all new parents
- Six weeks paid sabbatical after six years of service
- Educational Assistant Program and Clinical Employee Reimbursement Program
- 401(k) with up to 4% match
- Stock options
- And much more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancecall center experienceanalytical skillsreporting skillsdocumentation skillsprocess improvementtraining material developmentperformance evaluationcompliance monitoringpattern analysis
Soft skills
interpersonal skillsconstructive feedbackcoachingcollaborationadaptabilitycommunicationobjectivityleadershipadvocacyproblem-solving
Certifications
High School Diploma