[Remote] IT Quality & Training Analyst
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting candidates with a healthcare technology organization that focuses on optimizing physician practices. The IT Quality & Training Analyst role ensures top-quality customer support and enhances operational efficiency by monitoring interactions and improving agent performance.
Responsibilities
- Understand roles and workflows within Technical Support Services and Patient Technical analysts
- Assist in designing and implementing quality assurance programs for case and call management
- Analyze cases to identify recurring issues and support timely resolution
- Update procedures and maintain knowledge base documentation
- Ensure compliance with policies, industry regulations, and legal requirements
- Conduct audits of customer interactions and provide feedback and coaching to support staff
- Track trends and monitor progress of individuals and teams
- Participate in calibration sessions to align performance metrics
- Collaborate with Learning and Enablement to design and update training programs
- Stay informed on industry standards and best practices in technology support and quality management
- Perform other duties as assigned
Skills
- Bachelor's degree preferred
- 1-2 years of experience in Healthcare
- 1-2 years experience in technology operations with a cross-team functional mindset preferred
- Ability to adapt to new processes and manage high volumes while maintaining quality
- Proven experience implementing change in operational settings
- Strong skills in creative development, research, and analysis
- Excellent organizational skills with attention to detail
- Sound judgment with problem identification and resolution abilities
- Critical and creative thinking skills
- Six Sigma Yellow Belt or ITIL certification preferred
Benefits
- Medical, dental, vision, life, and pet insurance
- 401K plan
- Paid time off
- Wellness programs
- Expense reimbursement for home office internet costs for remote workers
Company Overview