Operations Quality Assurance Analyst - Remote

$55,000 - $65,000/Yr

Paradigm - Tampa, FL

Full-time - Mid Level

Remote - Tampa, FL

Professional, Scientific, and Technical Services

About the position

Paradigm is seeking a full-time, remote Operations Quality Assurance Analyst to join our team. This role is pivotal in ensuring that our quality standards align with customer requirements and are consistent with our company standards. The Quality Assurance Analyst will be responsible for conducting quality audits and generating regular reports that reflect the quality of our operations. The ideal candidate will have a strong background in call center operations, quality management, and healthcare or workers' compensation, and must be detail-oriented to effectively carry out the responsibilities of this position. In this role, you will work collaboratively with team members to engage in regular audits of Contact Center agents and billers within the Network Services & Operations group. You will assist in establishing a quality audit and scoring process that meets optimum operational standards. Additionally, you will aid in developing reports at both the individual and aggregate levels for management and senior management intake. Regular communication of audit results and quality metrics to operations managers and senior management will be a key part of your responsibilities. You will also be tasked with identifying trends in quality scoring over time, which may help drive training needs and process changes. Working closely with managers, you will ensure consistency in scoring methodology across departments and meet regularly with operations management to review quality reporting, coaching needs, and necessary process changes. As a quality subject matter expert, you will ensure that corrective action plans are initiated when individual or team quality goals are not met, and you will provide and elevate customer feedback to the appropriate parties. Other duties may be assigned as needed.

Responsibilities

• Work collaboratively with all team members.
• Engage in regular audits of Contact Center agents and billers within the Network Services & Operations group.
• Assist in establishing quality audit and scoring process to meet optimum operational standards.
• Aid in developing reports at the individual level and at the aggregate level for management and senior management intake.
• Prepare and deliver regular audit results to operations managers.
• Prepare and deliver regular quality reporting metrics to Sr. Director of Operations & Network Services or other senior management as required.
• Identify trends in quality scoring over time that may help drive training needs and/or process changes.
• Work with managers to ensure consistency in scoring methodology across departments.
• Meet with operations management on a regular basis to review quality reporting, coaching needs, and process changes as a result of quality audit scoring.
• Ensure operations initiates corrective action plans and follows through when individual and/or team quality goals are not met.
• Act as quality subject matter expert.
• Provide and elevate any customer feedback to appropriate parties.
• Other duties as assigned.

Requirements

• Minimum of 3 years in a quality assurance or similar quality role
• Deep experience in call center metrics
• Excellent computer skills with knowledge of MS Office applications (Outlook, Word, Excel)
• Strong MS Excel skills (e.g. pivot tables, charts, formulas, and external data sources)
• Strong interpersonal communication skills, both verbal and written
• Decision-making and critical-thinking skills
• Problem-solving and conflict resolution
• Strong attention to detail, organizational skills, time management as well as ability to multitask and prioritize
• Exercise judgment and maintain confidentiality
• Bachelor's degree or equivalent work experience
• Ability to work independently
• Ability to travel as needed
• Ability to manage unexpected events and/or change

Nice-to-haves

• Experience in healthcare and/or workers' compensation
• Familiarity with quality management tools and techniques (e.g. root cause analysis, five whys, PDCA, pareto principle/charts)
• Certification in quality management (e.g. Six Sigma, Lean, ASQ) is a plus
• SQL querying skills

Benefits

• Competitive salary ranging from $55,000 to $65,000
• Remote work flexibility
• Opportunities for professional development and training
• Inclusive workplace culture that values diversity and equity