Quality Monitoring Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute monitoring of call and data case quality for the program team in accordance with established quality monitoring guidelines.

• Record and evaluate reports, case reviews, and call monitoring outcomes in the Quality Management System (QMS).

• Deliver prompt feedback to Call Center staff specialists.

• Participate in call monitoring and case review calibration sessions alongside the client and program management team.

• Recognize and communicate quality performance trends to program leadership.

• Assist with the certification of new agents and fulfill quality monitoring necessities.

• Offer individualized coaching to staff members pertaining to quality monitoring.

• Collaborate with the Corporate Project Trainer and leadership to design and implement quality-related training for Call Center staff specialists.

• Engage in Quality Monitoring team discussions concerning project specifications and product and safety knowledge.

• Streamline processes and procedures, and undertake ad hoc projects for the program team.

• Aid in quality-related activities and reporting as required.

⛳️ Requirements

• A valid RN License is mandatory.

• A Bachelor’s degree or relevant work experience is preferred.

• Experience in quality monitoring is highly recommended.

• Background in training and coaching is preferred.

• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.

• Outstanding verbal and written communication abilities.

• Capacity to prioritize and organize workflow in a fast-paced environment.

• Strong organizational and analytical skills.

• Ability to manage multiple tasks simultaneously.

• Proficient critical thinking and problem-solving skills.

• Detail-oriented mindset.

• Must be able to attend frequent meetings and calls without interruption or disconnection.

• Must protect patient privacy and confidentiality by adhering to HIPAA Privacy and Security Regulations.

🏝️ Benefits

• Competitive compensation that acknowledges your experience, expertise, and contributions.

• Extensive benefits package including medical, dental, and vision coverage.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance coverage.

• Paid maternity and paternity leave.

• Company-paid holidays.

• Recognition programs, contests, and awards.

• Ongoing growth opportunities through learning, leadership development, and career advancement support.

• A collaborative culture where your ideas are appreciated and your work has a meaningful impact.