Offer summary

Qualifications:

Excellent analytical and problem-solving skills., Strong attention to detail and ability to multi-task., At least 2 years of experience in a quality assurance or quality management role, preferably in healthcare., Proficiency in using quality monitoring tools and software..

Key responsibilities:

Monitor and evaluate virtual assistants' performance through call and email monitoring.

Identify areas for improvement and provide constructive feedback to virtual assistants.

Document and track quality assurance findings and collaborate with cross-functional teams.

Develop action plans for improvement based on feedback from Client Services Managers and clients.

Job description

A Quality Analyst 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.

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.

SYSTEM REQUIREMENTS:

PRIMARY

Computer Processor: Intel Core i5-5000 (5th Gen or higher) or AMD Ryzen 5 or higher
Computer Memory/RAM: 8.00 GB
Computer Operating System: At least Windows 10/11 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

OPTION 1 (BACKUP SYSTEM):

Computer Processor: Intel Core i5-5000 (5th Gen or higher) or AMD Ryzen 5 or higher
Computer Memory/RAM: 8.00 GB
Computer Operating System: at least Windows 10/11 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)

Benefits

RATE AND REWARDS: