IT Quality & Training Analyst

The Quality and Training Analyst will be responsible for ensuring the highest level of quality in our customer support interactions and internal processes. Your expertise will contribute to improving customer satisfaction, agent performance, and operational efficiency of a multi disciplinary organization responsible for the management of a complex health care portfolio across a national presence. Role will have a heavy focus on improving customer and patient satisfaction through monitoring and providing feedback.

• Understand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality.
• Develop & Implement QA Programs: With guidance from senior team members, participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization.
• Case Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure.
• Procedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentation.
• Audit & Feedback: Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progress.
• Collaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metrics.
• Design & Update Training Programs: Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needs.
• Stay Current with Industry Standards: Keep up-to-date with industry standards and best practices in technology support and quality management.
• Other duties as assigned.