Patient Experience QC Analyst – Temp
Natera
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $30 - $38 per hour
Job Level
SeniorLead
About the role
- Drive collaboration and coordination with cross-functional teams, including programmers, engineers, and management.
- Track team progress and deliver detailed status reports, including KPIs and performance data.
- Participate in CAPA reviews to identify training and process improvement opportunities.
- Support patient-focused teams with quality improvement, tracking, and performance projects.
- Create and maintain documentation such as SOPs and protocols.
- Partner with management and data analysts to identify new process improvement opportunities.
- Audit call and email communications to assess quality and accuracy; compile QA feedback summaries for management and training teams.
- Follow established protocols when delivering feedback to Patient Experience agents and leadership.
- (Preferred) Provide support for bilingual audit initiatives or document translations to ensure consistency and accuracy across English and Spanish communications.
Requirements
- Bachelor’s degree or equivalent required.
- 2+ years of call center QC experience.
- 5+ years of additional professional experience.
- Strong analytical skills with proficiency in MS Excel and data dashboards (e.g., QlikSense, QlikView).
- Excellent communication, organization, and cross-functional collaboration.
- Technical writing skills – ability to develop, edit, and maintain clear and accurate documentation (e.g., SOPs, process guides, training materials).
- Professional proficiency in Spanish (written and verbal) strongly preferred.
Benefits
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Free testing for Natera employees and their immediate families.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- Generous employee referral program.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center QC experienceanalytical skillstechnical writingdata analysisprocess improvementdocumentation developmentKPI trackingperformance data analysisbilingual communicationSOP creation
Soft skills
communicationorganizationcollaborationcoordinationfeedback deliverytrainingquality assessmentproblem-solvingattention to detailcross-functional teamwork