Trainer and Quality Assurance Analyst

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Inova 8095-Fairfax East is seeking a full-time Trainer and Quality Assurance Analyst. This role involves building video content, preparing quality assurance and training documents, performing audits, and providing remedial training to improve team performance. The analyst will collaborate with a centralization team for process improvements and advise leadership on findings. The position requires an Associate degree and experience in quality assurance, customer service, data analytics, or a proven customer experience role.

Preferred qualifications include Contact Center and Workforce Management experience, and bilingualism in Spanish and English. The role is hybrid with varied shifts.

Inova
8095-Fairfax East is looking for a dedicated Trainer and Quality Assurance Analyst to join the team. This role will be full-time Monday-Friday with varied shifts.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.

Retirement:Inova matches the first 5% of eligible contributions – starting on your first day.

Tuition and Student Loan Assistance:offering up to $5,250 per year in education assistance and up to $10,000 for student loans.

Mental Health Support:offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

Work/Life Balance:offering paid time off, paid parental leave, flexible work schedules, and remote and hybrid career opportunities.

• Builds video content for team members to close performance gaps.
• Responsible for preparing quality assurance documents, training documents, workflows, standard work, and visual media for the team.
• Provides support for the development, implementation, and documentation of quality assurance.
• Collaborates with the centralization team for process improvement visioning and implementation.
• Performs quality assurance audits on staff and documents all accounts reviewed and findings.
• Advises leadership of findings.
• Provides remedial training as appropriate to improve team members' performance.
• Informs and consults with people leaders and stakeholders about potential barriers that impact team results.
• May perform other duties as assigned.

Experience:Experience in quality assurance, customer service, data analytics, or outside industry in proven customer experience role

• Experience:
  Contact Center and Workforce Management experience
• Other:
  Bilingual in Spanish and English;
  Must be local to the area

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we’re a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.

Inova Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.

Inova Fair Oaks Hospital is an acute care hospital located in Fairfax, Virginia, part of the non-profit Inova Health System. It provides emergency, surgical, women's, children's, and cancer care services.