Quality Analyst
Company: RELIAS
Location: Morrisville
Posted on: January 26, 2025
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Job Description:
Are you looking for a high energy, strategic, and fast-paced
position as a Quality Analyst? Join Relias, the company changing
lives throughout the world by helping healthcare organizations
improve their clinical and financial outcomes!
For 11,000+ health care and human service organizations, Relias
helps clients deliver better clinical and financial outcomes by
elevating the performance of teams. We help organizations across
the continuum of care get better at maintaining compliance,
developing staff and promoting consistent, high-quality care. Our
platform employs assessments to reveal specific gaps in skills and
addresses them with personalized and engaging learning, choosing
from 7,000+ online courses that meet accrediting board, state and
federal requirements. We are passionate about our products and our
clients; what we deliver and the impact we have on the world is
truly something you can be proud to represent. Join us and make a
difference.
WHAT CAN RELIAS OFFER YOU?
The Quality Analyst uses a consistent, objective case monitoring
scorecard through our Quality Management tool to review and analyze
interactions between Relias Support Consultants and clients who
submitted a case or ticket through an inbound channel. This role
also monitors the quality levels of automated client interactions
via AI (chatbot or self-service materials) and makes suggestions
for improvement to our Client Care Operations team as needed. The
Quality Analyst must be knowledgeable about platforms across both
SaaS and E-Commerce platforms, remain current on feature releases,
and provide consistent coaching and training on accuracy and
empathy. This role will collaborate with our Training and
Enablement team to provide methodology and structure for quality to
our newest hires during the onboarding and shadowing processes and
will collaborate with the Trainers to offer gap training as needed
based on trends in case reviews. This role calibrates quality
expectations with other Quality Analysts, the Quality Manager, and
Support Managers to ensure alignment and consistency are enforced.
The Quality Analyst role requires attention to detail,
accountability, an ability to provide feedback, time management
skills, and excellent communication/listening skills.
WHAT YOU'LL BE DOING:
* Review client support tickets (via phone, chat, email, chatbot,
AI) and surveys to ensure quality and consistency standards are
being met
* Collect and organize data to provide coaching feedback to Support
Consultants to ensure quality goals are achieved and consistent
messaging is shared
* Collect data and provide feedback to Support Management and
Training & Enablement (T&E) regarding knowledge gaps, needs for
coaching, trends in support volume, and overall quality issues
* Develop and lead remediation training, monthly quality tip
training, and other gap training as needed (in collaboration with
T&E)
* Calibrate quality expectations with other QA Employees and
Support managers to ensure alignment in scoring and evaluation
* Attend Support Team training to remain current on platform
knowledge
* Other duties as assigned
YOU'VE GOT WHAT IT TAKES IF YOU HAVE:
* Client Relationship Management (CRM): ability to effectively
manage and nurture client relationships to achieve mutual
success
* CRM Tool Management: utilization of CRM tools to improve overall
client experience
* Client Discovery: understand a client's needs and challenges,
assessing the fit for the solution(s), and building a foundation
for successful engagements and a long-term relationship
* Collaboration: work effectively and harmoniously with others
towards a common goal or objective utilizing the skills and
attitudes necessary to engage, communicate, and cooperate with
individuals or groups, fostering an inclusive and productive work
environment
* Communication: skills and abilities necessary to effectively
convey and exchange information, ideas, and feelings between
individuals or groups using various verbal and non-verbal methods
to deliver messages clearly, accurately, and appropriately, while
also actively listening and understanding the messages received
* Interpersonal Skills: ability to establish and maintain positive
and productive connections with others, encompassing the skills,
attitudes, and behaviors necessary to build rapport, communicate
effectively, collaborate, and resolve conflicts in a constructive
manner
* 3 years relevant experience
* Bachelor's degree
IT WOULD BE IDEAL IF YOU HAVE:
* 1 year of Client Support experience or relevant QA experience
* Experience giving feedback
Relias is an Equal Opportunity Employer and a Drug-Free
workplace
IN OFFICE AND HOURS REQUIREMENT:
Relias values collaboration and wants to ensure that our team
members have opportunities to work with their teams regularly for
professional development opportunities. Our flexible hybrid work
environment requires that you live in the state of North Carolina,
within a commutable distance to our office (-1-hour commute). You
would be expected to work in our Morrisville, NC Headquarters
approximately 30days/quarter.
Company:Relias LLC
Country:United States of America
State/Region:North Carolina
City: Morrisville
Postal Code:27560
Job ID:277024
Keywords: RELIAS, Durham , Quality Analyst, Professions , Morrisville, North Carolina
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