Quality Analyst Specialist

A Quality Analyst Specialist will play a vital role in ensuring the delivery of high-quality and accurate virtual assistance services in the healthcare industry. You will be responsible for monitoring and evaluating the performance of virtual assistants, identifying areas for improvement, and implementing quality improvement initiatives to enhance overall service delivery. TASKS: Monitor and evaluate virtual assistants' performance through call and email monitoring, assessing adherence to quality assurance guidelines and service level agreements. Identify areas for improvement in virtual assistants' performance, providing constructive feedback and coaching to virtual assistants to enhance their performance and effectiveness. Conduct regular audits and spot checks to validate the accuracy and completeness of tasks completed by virtual assistants. Document and track quality assurance findings, trends, and recommendations for continuous improvement. Collaborate with cross-functional teams to ensure consistent adherence to quality standards. Collaborate closely with Client Services Managers to discuss the performance metrics of VAs. Communicate effectively to highlight VAs' strengths and AFIs. Develop action plans for improvement based on feedback from CSMs and clients. Create comprehensive process flows for various tasks handled by VAs. Ensure all process flows are up-to-date and reflect the current best practices. Collaborate with teams to streamline processes and improve efficiency. Develop and maintain QA forms tailored to specific tasks and client requirements. QUALIFICATIONS: Excellent analytical and problem-solving skills. Strong attention to detail and ability to multi-task. Excellent communication and interpersonal skills. At least 2 years of experience in a quality assurance or quality management role, preferably within the healthcare industry. (Experience in Fertility and Mental Health is preferred but not required) Proficiency in using quality monitoring tools and software. Ability to work well in a team environment and collaborate with cross-functional teams. Open to working night shifts MINIMUM SYSTEM REQUIREMENTS: PRIMARY SYSTEM Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher Computer Memory/RAM: 8.00 GB Computer Operating System: At least Windows 11 64-bit or macOS Ventura Headset: Any USB-type headset with noise-cancelling feature Camera: Capable of a clear and crisp video output BACK-UP SYSTEM OPTION 1 (BACKUP SYSTEM): Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher Computer Memory/RAM: 8.00 GB Computer Operating System: at least Windows 11 64-bit or macOS Ventura Headset: Any USB-type headset with noise-cancelling feature (Optional) OPTION 2 (POWER SUPPLY - UPS): Must be capable of powering your work station for at least 3 hours Typically a device with 240Wh or higher will be sufficient Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup) PRIMARY INTERNET CONNECTION DSL / Fiber Connection - Minimum of 100mb/s contracted BACK-UP INTERNET CONNECTION Minimum of 20mb/s (Cell) RECOMMENDED SYSTEM REQUIREMENTS PRIMARY SYSTEM Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher Computer Memory/RAM: 16.00 GB Computer Operating System: At least Windows 11 64-bit or macOS Tahoe Headset: Any USB-type headset with noise-cancelling feature Camera: Capable of a clear and crisp video output BACK-UP SYSTEM OPTION 1 (BACKUP SYSTEM): Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher Computer Memory/RAM: 16.00 GB Computer Operating System: At least Windows 11 64-bit or macOS Tahoe Headset: Any USB-type headset with noise-cancelling feature Camera: Capable of a clear and crisp video output OPTION 2 (POWER SUPPLY - UPS): Must be capable of powering your work station for at least 3 hours Typically a device with 240Wh or higher will be sufficient Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup) PRIMARY INTERNET CONNECTION DSL / Fiber Connection - Minimum of 500mb/s contracted BACK-UP INTERNET CONNECTION Minimum of 20mb/s (Cell or wired) RATE AND REWARDS: Rate is as high as $850 (USD) monthly Employment Type: Independent Contractor Free Training Paid Time Offs HMO Coverage Optical Rewards Performance-Based Increase Permanent Work From Home