Quality Assurance Analyst

The Quality Assurance Analyst is responsible for conducting scheduled quality reviews to ensure process accuracy and efficiency. This role involves developing and refining quality review procedures, facilitating calibration meetings, and collaborating with Business Leaders to establish audit criteria and scoring metrics. The analyst will also document audit findings, maintain comprehensive records, and ensure business processes are consistently updated to reflect the latest procedures. Additionally, they will lead training initiatives, including onboarding for new hires, refresher sessions, and cross-training opportunities, while analyzing audit trends to drive continuous improvement.

Minimum Qualifications

• High School Diploma or equivalent.
• At least 5 years of relevant experience.
  
  

Primary Job Functions

• Prepares quality review schedules for monthly review and publishes quality review results.
• Communicates review results with Business Leaders.
• Evaluates associates and completes performance evaluations with recommendations for refresher trainings or performance improvement plans as needed.
• Facilitates calibration meetings with Business Leaders for visibility and alignment on audit requirements.
• Creates and maintains business documents such as training presentations, standard operating procedures, and shared reference guides for associates.
• As needed, creates high-level presentations for upper management with overviews of current business processes and needs.
• Communicates process changes to associates as they arise.
• Reviews business processes and proposes solutions to enhance efficiency.
• Interacts regularly with all levels of management to develop solutions for corporate-level needs.
• Performs new hire training, refresher training, and cross training.
• Reports and analyzes trends in audit errors and coaching opportunities on a monthly basis, and develops refresher trainings to address gaps.
  
  

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required

• Self-Starter with a positive attitude and the ability to handle multiple tasks and priorities
• Excellent problem-solving and communications skills
• Solid customer focus and should be able to operate well in teams
• Good telephone manner
• Ability to develop and motivate staff
• Should be able to set, satisfy and exceed targets
  
  

Additional Information

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.