Quality Assurance Analyst

The Quality Assurance Analyst is responsible for monitoring and documenting production quality in support of the departmental goals and initiatives. The Quality Assurance Analyst evaluates both verbal and written customer contact. The Analyst participates in the design of all quality monitoring formats and quality standards. The Analyst will fairly and consistently review the calls, emails, claims, etc. of our team for accuracy and provide coaching for success in executing superior service and quality to our customers.

The Analyst documents the production quality results and effectively presents and facilitates discussions, providing feedback and trend data to the Management team to drive continuous improvement.

• Minimum of 1 year of experience performing Quality Assurance in a call center or other production-oriented service operations environment (or equivalent education and experience)
• Desire and capability to emerge as a leader within the Operations team
• Consistent track record of 95%+ in Quality and Production scores in current/previous roles
• Proficient understanding of QA methodologies and quality monitoring practices
• Demonstrated ability to rapidly gain product, process and tools knowledge and effectively communicate it to employees
• Ability to analyze data to identify root causes of quality issues and propose actionable solutions
  
  Excellent communication skills including listening, interpersonal, verbal, written, spelling and grammar
• Ability to coach/motivate employees with tact in order to facilitate optimal performance
• Must exhibit leadership capabilities and interpersonal skills
• Maintain confidential information and abide by necessary rules and regulations
• Strong organizational, problem‑solving, and analytical skills
• Manage conflicting priorities while clearly communicating and managing expectations
• Proficiency in Word, Excel and PowerPoint for presentations and reports
• Flexible and able to multitask and work with changing priorities with enthusiasm
• Self‑motivated, detail‑oriented and prepared to work independently or as an active team player
• Ability to remain focused and motivated during the auditing process
• Healthcare experience preferred
• Fluent in Spanish and English preferred

• You will learn the function of the Quality Assurance team within the Operations organization.
• You will fully understand your job role and responsibilities and which tools assist you in your position
• Familiarized with Integra’s QA platform (Genie) and how to navigate through it. Including how to adjudicate an audit appeal
• Subject matter expert in the Policy and Procedures for the department(s) you audit
• During this time, you will set measurable goals for personal development and growth.

• You will be fully integrated with your job, company and team.
• You will be contributing your skills and knowledge to meeting your department's goals.
• You will become confident in leading meetings with Interdepartmental Management teams and presenting complex concepts related to quality analysis

• Bachelor’s Degree preferred or equivalent experience

Salary: 22.00/Hour

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities

We are actively seeking new colleagues in:
Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Massachusetts, Michigan, North Carolina, New Jersey, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Vermont, and Washington.

Founded in 2005, Integra Partners is a leading national durable medical equipment, prosthetic, and orthotic supplies (DMEPOS) network administrator. Our mission is to improve the quality of life for the communities we serve by reimagining access…