Senior Quality Assurance Analyst

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

📋 Description

• Oversee teams to ensure they meet or surpass the quality standards set by Teladoc Health.

• Facilitate effective client onboarding and manage client lifecycle change initiatives.

• Design and implement quality assurance processes and protocols.

• Ensure all processes are well-documented, comprehended, and consistently followed.

• Maintain and enhance quality initiatives that support governance programs.

• Protect data integrity while upholding service standards.

• Conduct quality assurance reviews for client onboarding and lifecycle changes.

• Assess Client Solutions work to ensure compliance with procedures, service standards, and quality expectations.

• Review completed tasks for accuracy, completeness, and adherence to regulations.

• Document observations and quality outcomes.

• Evaluate implementation and client lifecycle change processes prior to and following go-live.

• Conduct root cause analyses for escalated issues.

• Ensure that PHI and PII are managed in accordance with policy and raise concerns as necessary.

• Engage in audits and maintain necessary compliance documentation.

• Analyze implementation data, delivery timelines, and proof of delivery.

• Prepare and present quality data to Client Operations & Solutions leadership.

• Analyze quality results to identify trends, recurring issues, and areas for improvement.

• Support the development of corrective and preventive actions and monitor follow-up activities.

• Suggest enhancements to standard operating procedures and reference materials.

• Assist in escalation management and appropriately route issues.

• Provide support for client onboarding or lifecycle change processing during peak times.

• Identify quality deficiencies and contribute to training requirements.

• Aid in the organization of training and the upkeep of quality documentation.

• Implement corrective and preventive actions based on audit findings.

• Monitor client feedback and assist with survey governance, reporting, and maintenance.

• Fulfill other assigned responsibilities.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• 5+ years of experience in Quality Assurance or equivalent operational quality roles.

• 3+ years of experience in SaaS, ISO, or related auditing fields.

• 5+ years of experience in the healthcare industry.

• Familiarity with HIPAA standards.

• Exceptional written and verbal communication skills.

• Strong organizational, time management, and prioritization abilities.

• Capability to work independently as well as collaboratively within a team.

• Readiness to take the lead as business demands require.

• Proven initiative, accountability, and follow-through.

• Basic understanding of troubleshooting, triage, and escalation processes.

• Commitment to adhering to Service Level Agreements and quality benchmarks.

• Ability to work beyond standard business hours when necessary to support client onboarding activities.

• Proficiency in Salesforce, Confluence/JIRA, MS Office Suite, Power BI, Workfront, and Tableau is preferred.

• Must provide accurate information; any falsification will lead to disqualification.

🏝️ Benefits

• Opportunities for meaningful career advancement.

• An inclusive benefits program focused on employees and their families.

• Customized programs catering to individual and family needs.

• A diverse workplace and equal opportunity employment.

• Resources for candidates and guidance from recruiters.