Operations QA Analyst - Process Improvement & Data Insights

ConnectiveRx; Whippany (NJ); On-site; USD 48,000 - 78,000; Full time

Benefits offered by this job

Bonus opportunities

Comprehensive benefits

Job summary

ConnectiveRx is seeking a Quality Assurance Analyst to analyze program data and trends, present findings to stakeholders, and coach teams toward improvements.

Responsibilities include evaluating agent performance, guiding remediation, and ensuring adherence to SOPs and compliance standards within a call center or claim operations environment. Fluency in English and Spanish is a plus, Lean Six Sigma Yellow/Green belt preferred.

Qualifications

• Associate degree or four years of experience required.
• Quality certification such as Lean Six Sigma Yellow or Green Belt is a plus.
• Two to four years of process improvement experience.
• Two to four years in a quality assurance or quality auditing role.

Responsibilities

• Perform data analysis on data collected by Quality Associates to identify trends, insights, and areas of opportunity within programs and agent performance.
• Lead meetings with Operations leadership and clients to discuss program quality scores and areas of opportunity.
• Provide feedback to Operations Leadership and Operations Agents during coaching sessions and drive process improvements.
• Complete evaluations on work completed by Operations Agents to ensure adherence to business rules and compliance standards.

Skills

Quality analysis

Coaching

Data visualization

Bilingual EN/ES

Education

Associate degree or 4 years experience

Lean Six Sigma Yellow/Green belt

Tools

Excel

Word

PowerPoint

Job description

ConnectiveRx is seeking a Quality Assurance Analyst to analyze program data and trends, present findings to stakeholders, and coach teams toward improvements.

Responsibilities include evaluating agent performance, guiding remediation, and ensuring adherence to SOPs and compliance standards within a call center or claim operations environment. Fluency in English and Spanish is a plus, Lean Six Sigma Yellow/Green belt preferred.