Health Services QA Analyst — Elevate Member Experience

Socket.dev; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

The 32BJ Health Fund is seeking a Quality Assurance (QA) Analyst to perform concurrent monitoring and quality control of member calls and PA notes in Dynamics and other internal systems.

Reporting to Health Services leadership, you will analyze results, identify trends, recommend improvements, and assist with audits and special projects to enhance service quality. Bilingual English/Spanish preferred.

Qualifications

• 3+ years of experience in call center operations or health services.
• Expert knowledge of internal systems (Dynamics, Cisco) and benefits offerings.
• Strong written and verbal communication; maintains confidentiality.

Responsibilities

• Perform concurrent monitoring and scoring of calls to assess accuracy and professionalism.
• Ensure notes in Dynamics and other systems are timely and accurate.
• Analyze quality data to identify trends and opportunities for improvement.
• Report findings to management and recommend corrective actions.
• Identify training needs and support program audits.

Skills

Call center experience

Healthcare operations

Attention to detail

Strong communication

Education

Associate degree or equivalent

Tools

Dynamics

Cisco

V3

Job description

The 32BJ Health Fund is seeking a Quality Assurance (QA) Analyst to perform concurrent monitoring and quality control of member calls and PA notes in Dynamics and other internal systems.

Reporting to Health Services leadership, you will analyze results, identify trends, recommend improvements, and assist with audits and special projects to enhance service quality. Bilingual English/Spanish preferred.