• Collect and analyze data from evaluations completed by Quality Assurance Associates
• Identify trends and opportunities for program and agent performance
• Communicate/present insights to key stakeholders
• Drive action-oriented solutions based on best practices
• Mentor and train new hires and Operations Quality Associates
• Lead process improvement projects
• Complete evaluations and ensure adherence to business rules and compliance standards

Requirements

Associate degree or four years of experience required
Quality certification such as Lean Six Sigma Yellow or Green Belt is a plus
2 to 4 years of process improvement experience
2 to 4 years in a quality assurance or auditing role
Strong background in identifying and executing process improvement opportunities
Healthcare experience required (claim processing, contact center, etc.)
Proficient in Microsoft Office products (Excel, Word, PowerPoint, etc.)
Bilingual English/Spanish is a plus

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Hard Skills

data analysis
process improvement
quality assurance
auditing
trend identification
compliance standards
program performance evaluation
action-oriented solutions
mentoring
training

Soft Skills

communication
presentation
leadership
problem-solving
interpersonal skills

Certifications & Qualifications

Lean Six Sigma Yellow Belt
Lean Six Sigma Green Belt

Analyst, Operations QA

QA Associate