Quality Assurance Analyst; Bilingual - Remote

• Location Remote, CO
• Facility National Jewish Health
  - Galleria Office Towers
• Department Health Initiatives
• Schedule
  - Shift
  - Hours Full Time
  - Day
  
  Shift: Monday
  - Friday

The Health Initiatives team at National Jewish Health is seeking a bilingual Quality Assurance Analyst to support the delivery of high-quality contact center and digital health services. This role is responsible for monitoring, analyzing, and improving quality across phone, chat, text, and digital interactions, ensuring exceptional user experiences and adherence to established standards. The ideal candidate brings strong analytical skills, quality assurance experience, and a passion for process improvement and coaching others to achieve excellence.

• Evaluate customer interactions and data entry for quality, compliance, and adherence to departmental standards across phone, chat, text, and digital platforms.
• Analyze quality performance trends, identify opportunities for improvement, and provide actionable recommendations to enhance individual, team, and departmental effectiveness.
• Collaborate with leadership and stakeholders to investigate quality concerns, support process improvements, and develop solutions that strengthen service delivery.
• Facilitate quality initiatives including audit assignments, call calibrations, policy development, training support, and quality assurance reporting.

National Jewish Health is the leading respiratory hospital in the nation and is recognized worldwide for excellence in patient care, research, and education. This position offers the opportunity to play a critical role in advancing quality standards, improving user experiences, and supporting innovative health initiatives that positively impact patients and communities.

The Health Initiatives Quality Assurance Analyst position is responsible for evaluating the quality of products and services through review, analysis and reporting. Provides guidance and direction using institution, department, product/service and client guidelines.

• Evaluates and reports on agent phone, chat, and text interactions and data entry using departmental quality monitoring guidelines to ensure quality standards are met. Updates guidelines to align with best practices and new standards as needed.
• Analyzes and reports on user experience in digital services using department quality monitoring guidelines. Reviews and analyzes daily, weekly, and monthly reports on products and services to validate user experiences align with product goals.
• Analyzes and reports on trends in quality performance using data monitoring systems. Identifies actionable information and develops plans for increasing individual, team and departmental effectiveness.
• Works with the QA team and Health Initiatives leadership to identify quality issues and engage appropriate stakeholders in developing solutions. Tracks and responds to quality issue escalation requests to determine appropriate action for all items, follows appropriate communication process for resolution and feedback. Monitors and triages inquiries received through the quality team inbox, provides timely guidance and support to frontline agents as needed.
• Supports creation of policies, procedures and scripts to improve or maintain existing quality standards. Reviews and provides feedback on training materials to ensure alignment with quality assurance processes, established procedures, and quality standards. Works with management to proactively streamline processes and support with process improvement activities.
• Identifies, reviews, and edits recorded interactions to remove protected health information (PHI) and personally identifiable information (PII), creating de-identified call samples for training, inclusion in proposals, and other approved business uses.
• Researches the historical role, scope, and practices of departmental quality assurance to evaluate the current state and recommend future-state responsibilities, processes, and priorities.
• Assists with assigning bimonthly audits to QA Analysts to ensure effective and equitable feedback to agents, and ensure all duties are covered.
• Coordinates and facilitates call calibration sessions for call center staff, working with subject matter experts when needed.
• Ensures agent compliance with procedures and notifies appropriate parties of non-compliance issues.
• Accountability: Accepts full responsibility for self and contribution as a team member; displays…