Quality Assurance Analyst

The Quality Assurance (QA) Analyst is responsible for developing, implementing, and overseeing a complete Quality Assurance program that safeguards the quality of our services. The QA Analyst should foster a culture in which all employees become actively engaged in delivering exceptional service to our clients. The QA Analyst will participate in formulating and establishing organizational policies and operating procedures for Case Management teams. Essential Functions: Develop and participate in the design of call monitoring procedures and quality standards. Consistently monitor inbound and outbound calls, emails, and text messages to assess the demeanor, technical accuracy, and overall customer service skills of multiple teams. Utilize data management system to compile and track performance at team and individual levels. Identify training needs and take action to ensure company-wide compliance. Prepare and analyze quality reports with actionable data for management review. Pursue continuing education on new solutions, technology, and skills. Other duties that may be assigned to meet business needs.