What are the responsibilities and job description for the Quality Analyst position at RELIAS?
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?
- Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
- Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
- Active Employee Resource Groups open to all employees!
- Comprehensive onboarding program - a great introduction to our company, customers and culture!
- Growth and career advancement opportunities!
- 20% annual employee promotion and transfer rate
- Multiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science
- Professional development gained from conference attendance and participation in organizations like NC Tech
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
Relias promotes equal employment opportunity for all employees and applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital or veteran status, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws.
Covid-19 Considerations:
Relias new hires are required to submit proof of completing a COVID-19 vaccine series (1st & 2nd dose of Moderna or Pfizer; or single dose of Johnson & Johnson as well as a booster shot, if time applicable) during their onboarding process.
