Full-Time IT Quality & Training Analyst
Privia Health is hiring a remote Full-Time IT Quality & Training Analyst. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Privia Health
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The Quality and Training Analyst will be responsible for ensuring the highest level of quality in customer support interactions and internal processes. Your expertise will contribute to improving customer satisfaction, agent performance, and operational efficiency of a multi-disciplinary organization.
Role Focus: Improving customer satisfaction through monitoring and providing feedback.
Understand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality.
Develop & Implement QA Programs: Participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization.
Case Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure.
Procedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements.
Audit & Feedback: Conduct regular audits of customer interactions to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progress.
Collaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metrics.
Design & Update Training Programs: Collaborate with the Learning and Enablement team to create and participate in training programs for support agents, ensuring alignment with product knowledge, customer service best practices, and evolving business needs.
Stay Current with Industry Standards: Keep up-to-date with industry standards in technology support and quality management.
Other duties as assigned.
Required Experience: Bachelor's degree preferred. 1-2 years of work experience in Healthcare; 1-2 years working within technology operations, ideally with a cross-functional mindset.
Skills: Flexibility, independence, self-motivation, ability to adapt to new processes and manage high volumes while maintaining quality support. Proven track record in delivering change, creative development skills, ability to comprehend technical information and translate ideas, strong research and analytical skills, strong organizational and prioritization skills with attention to detail and accuracy. Ability to identify problems, use sound judgment, think critically and creatively.
Technical Requirements (remote workers only): 5 MBPS download speed and 3 MBPS upload speed. Employees who regularly work from home offices are eligible for expense reimbursement.
Salary: $22.00-$28.00/hr (exclusive of bonuses or benefits). Bonus target 10%. Base pay determined by experience, education, and location.
Other Details: Compliance with HIPAA regulations, confidentiality of information, adherence to EEO guidelines.
Employment Type: Full-time
Location: Remote, USA