Quality Analyst at Relias LLC Morrisville, NC

Quality Analyst job at Relias LLC. Morrisville, NC.

Are you looking for a high energy, strategic, and fast-paced position as a Quality Analyst? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.

We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech

The Quality Analyst uses a consistent, objective case monitoring scorecard through our Quality Management tool to review and analyze interactions between Relias Support Consultants and clients who submitted a case or ticket through an inbound channel. This role also monitors the quality levels of automated client interactions via AI (chatbot or self-service materials) and makes suggestions for improvement to our Client Care Operations team as needed.

The Quality Analyst must be knowledgeable about platforms across both SaaS and E-Commerce platforms, remain current on feature releases, and provide consistent coaching and training on accuracy and empathy. This role will collaborate with our Training and Enablement team to provide methodology and structure for quality to our newest hires during the onboarding and shadowing processes and will collaborate with the Trainers to offer gap training as needed based on trends in case reviews.

This role calibrates quality expectations with other Quality Analysts, the Quality Manager, and Support Managers to ensure alignment and consistency are enforced. The Quality Analyst role requires attention to detail, accountability, an ability to provide feedback, time management skills, and excellent communication/listening skills.

• Review client support tickets (via phone, chat, email, chatbot, AI) and surveys to ensure quality and consistency standards are being met
• Collect and organize data to provide coaching feedback to Support Consultants to ensure quality goals are achieved and consistent messaging is shared
• Collect data and provide feedback to Support Management and Training & Enablement (T&E) regarding knowledge gaps, needs for coaching, trends in support volume, and overall quality issues
• Develop and lead remediation training, monthly quality tip training, and other gap training as needed (in collaboration with T&E)
• Calibrate quality expectations with other QA Employees and Support managers to ensure alignment in scoring and evaluation
• Attend Support Team training to remain current on platform knowledge
• Other duties as assigned

• Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to…