[Hiring] Quality Assurance Analyst @National Jewish Health

Role Description

The Health Initiatives team at National Jewish Health is seeking a bilingual Quality Assurance Analyst to support the delivery of high-quality contact center and digital health services. This role is responsible for monitoring, analyzing, and improving quality across phone, chat, text, and digital interactions, ensuring exceptional user experiences and adherence to established standards. The ideal candidate brings strong analytical skills, quality assurance experience, and a passion for process improvement and coaching others to achieve excellence.

Key Responsibilities

• Evaluate customer interactions and data entry for quality, compliance, and adherence to departmental standards across phone, chat, text, and digital platforms.
• Analyze quality performance trends, identify opportunities for improvement, and provide actionable recommendations to enhance individual, team, and departmental effectiveness.
• Collaborate with leadership and stakeholders to investigate quality concerns, support process improvements, and develop solutions that strengthen service delivery.
• Facilitate quality initiatives including audit assignments, call calibrations, policy development, training support, and quality assurance reporting.

Essential Duties

• Evaluates and reports on agent phone, chat, and text interactions and data entry using departmental quality monitoring guidelines to ensure quality standards are met.
• Updates guidelines to align with best practices and new standards as needed.
• Analyzes and reports on user experience in digital services using department quality monitoring guidelines.
• Reviews and analyzes daily, weekly, and monthly reports on products and services to validate user experiences align with product goals.
• Analyzes and reports on trends in quality performance using data monitoring systems.
• Identifies actionable information and develops plans for increasing individual, team and departmental effectiveness.
• Works with the QA team and Health Initiatives leadership to identify quality issues and engage appropriate stakeholders in developing solutions.
• Tracks and responds to quality issue escalation requests to determine appropriate action for all items.
• Monitors and triages inquiries received through the quality team inbox, provides timely guidance and support to frontline agents as needed.
• Supports creation of policies, procedures and scripts to improve or maintain existing quality standards.
• Reviews and provides feedback on training materials to ensure alignment with quality assurance processes, established procedures, and quality standards.
• Works with management to proactively streamline processes and support with process improvement activities.
• Identifies, reviews, and edits recorded interactions to remove protected health information (PHI) and personally identifiable information (PII).
• Creates de-identified call samples for training, inclusion in proposals, and other approved business uses.
• Researches the historical role, scope, and practices of departmental quality assurance to evaluate the current state and recommend future-state responsibilities, processes, and priorities.
• Assists with assigning bimonthly audits to QA Analysts to ensure effective and equitable feedback to agents.
• Coordinates and facilitates call calibration sessions for call center staff, working with subject matter experts when needed.
• Ensures agent compliance with procedures and notifies appropriate parties of non-compliance issues.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Coaching and Teaching Others: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals.
• Impact and Influence: Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks, situations, and individuals involved.
• Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Problem Solving: Uses issue identification, data relation and comparison, pattern recognition and information gathering to create analyses and make recommendations.

Minimum Qualifications

• Education: Bachelor’s degree required.
• Work Experience: A minimum of 2 years experience working in call center, or quality assurance required. Knowledge and application of motivational interviewing technique required.
• Special Training, Certification or Licensure: Fluent in oral and written English and Spanish required.

Salary Range

$58,656.00 - $77,572.56

Work Setting

This is a fully remote position. Candidates must reside in Colorado, Hawaii, Texas, Arizona, Florida, Illinois, New York, Wisconsin, or California.

Benefits

• Comprehensive Medical Coverage: Cigna health plan remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with plan.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan.