TriWest Healthcare Alliance · 2 hours ago
Sr Quality Assurance Analyst
United States
Full-time
Remote
Mid, Senior Level
$52K/yr - $58K/yr
5+ years expTriWest Healthcare Alliance is dedicated to serving America’s heroes by ensuring they receive quality healthcare. The Senior Quality Assurance Analyst is responsible for maintaining and improving quality standards in the contact center, evaluating customer interactions, providing feedback, and leading quality initiatives to enhance service delivery.
Health Care
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Conduct thorough and accurate quality assessments of phone calls, emails, and other customer interactions to ensure adherence to TriWest standards, policies, and regulations
Provide detailed feedback to contact center agents, performance coaches and supervisors on performance, including recommendations for improvement
Develop, update, and implement checklists and scorecards that align with TriWest quality requirements and best practices
Identify trends in quality issues and collaborate with the Performance Coaching, Training and Operations teams to address skill gaps and process improvements
Work with leadership to establish key performance indicators (KPIs) for quality monitoring and reporting
Conduct root cause analysis on quality issues, develop action plans, and track results to ensure continuous improvement
Monitor adherence to TriWest customer service standards, ensuring that all interactions meet legal and contractual obligations
Lead regular calibration sessions with team members to ensure consistency and accuracy in quality scoring
Generate and analyze reports on quality metrics, providing insights to leadership for performance tracking and strategic planning
Support audits and compliance assessments, ensuring that contact center practices align with TriWest's policies and contractual requirements
Mentor and provide training to QA analysts to build a strong quality assurance team
Collaborate with cross-functional teams (Performance Coaching, Training, Operations, Workforce Management) to enhance overall contact center performance and customer satisfaction
Assist Knowledge Management in the development and delivery of quality assurance-related training materials for new hires and ongoing development programs
Take active steps to continually expand personal knowledge and expertise in all aspects of the CCN program
Participate in and represent the Corporate Operations departments in other process and performance improvement projects and meetings, utilizing Six Sigma or other quality tools as required as part of project
Serve as a SME and resource to Quality Assurance team and management; provide backup for Quality Assurance Analysts as needed
Regular and reliable attendance is required
Qualification
Required
Bachelor's Degree or equivalent experience
Minimum of 5 years of experience in quality assurance, with at least 2 years of experience in a contact center or customer service environment
Strong analytical skills with the ability to assess data and make actionable recommendations
Excellent verbal and written communication skills, with the ability to provide constructive feedback in a clear and professional manner
Experience with quality monitoring software and tools; familiarity with CRM systems and telephony platforms is a plus
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
US citizenship and a favorably adjudicated DOD background investigation
Availability to cover any shift
Department of Defense security clearance required
Regular and reliable attendance is required
Preferred
In-depth knowledge of CCN program guidelines, policies, and procedures is highly preferred
Certification in Quality Assurance (e.g., Six Sigma, CQIA) is a plus
Experience mentoring and coaching contact center staff
Veteran, military spouse or military affiliated
Healthcare or insurance industry experience
Experience with process improvement methodologies such as Lean or Six Sigma
Benefits
Medical, Dental and Vision Coverage
Paid time off
401(k) Retirement Savings Plan (with matching)
Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
Tuition reimbursement
Paid volunteer time
Company
TriWest Healthcare Alliance
TriWest Healthcare Alliance - Serving Those Who Serve. At TriWest, we honor the sacrifice and service of our nations military families by
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-01-30Debt Financing
Leadership Team
Mark E. Babbitt
Senior Advisor to President & CEO
Joseph Oddo
Vice President and Chief Information Officer
Recent News
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