Healthcare Quality Analyst — Patient Experience & Training

shm; New Providence (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Summit Health is seeking a Quality Analyst to identify and close gaps in all aspects of quality for our contact teams. The ideal candidate will understand quality measures and processes, improve patient experience, and thrive in a fast-paced environment with strong communication skills.

The QA will lead new hire training, evaluate call center representatives for policy adherence, and drive continuous improvement using quality forms, audits, and speech analytics to uncover trends and actionable

Qualifications

• Experience in quality assurance for a healthcare contact center.
• Ability to design, implement and monitor QA processes.
• Excellent communication and interpersonal skills.

Responsibilities

• Review notes, appointments, charts, and calls to ensure compliant processes.
• Perform quality audits using defined forms and meet quotas.
• Conduct new-hire training assessments and identify improvement areas.
• Identify trends from audits and provide actionable feedback.
• Lead calibration sessions to align QA procedures and standards.
• Monitor vendor performance and report quality metrics.

Skills

Quality Assurance

Call Center

Training

Attention to detail

Tools

Quality Form Software

Speech Analytics

Job description

Summit Health is seeking a Quality Analyst to identify and close gaps in all aspects of quality for our contact teams. The ideal candidate will understand quality measures and processes, improve patient experience, and thrive in a fast-paced environment with strong communication skills.

The QA will lead new hire training, evaluate call center representatives for policy adherence, and drive continuous improvement using quality forms, audits, and speech analytics to uncover trends and actionable