Quality Assurance Analyst

  • Evaluate conversations between Digital Care specialists and customers using national S4X guidelines.

  • Provide accurate scoring according to approved criteria definitions, quality standard, and standard operating procedures (SOPs).

  • Effectively communicates results to Supervisors, and Digital care specialists both verbally and in written format, providing specialists a path to appropriate reference materials for additional guidance.

  • Identifies and Communicates conversation trends with operations team; compiles and verifies statistical reports regarding metrics for review.

  • Presents training materials to Digital care specialists as needed.

  • Performs quality assurance (QA) reviews of social media conversations and develop reports, and communicate coaching opportunities strategies to the management team.

  • Coaches and monitors performance of employees to meet and exceed Digital Care overall goals and objectives in areas of issue resolutions, customer satisfaction, and specialist’s engagement.

  • Assist with process improvements initiatives and strategies to improve customer interaction via social channels leading to improved Net Promoter Score (NPS) and customer satisfaction.

  • Communicates company strategy and motivates employees toward achieving the company vision.

  • Ensures continuous quality improvement by identifying growth areas, developing specific training documentation and disseminating new initiatives in order to meet and exceed department productivity and quality goals.

  • Performs qualitative and quantitative analysis around digital care operations.

  • Evaluates, assesses, monitors and measures the impact of performance and effectiveness of communication and outreach tactics.

  • Conducts research as necessary to build benchmark metrics and baseline assessment on quality assurance best practices

  • Consistent exercise of independent judgment and discretion in matters of significance.

  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

  • Other duties and responsibilities as assigned.