Job description

A Quality analyst 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.

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.

PRIMARY