Operations QA Associate: Quality Audits & Coaching

ConnectiveRx; Pittsburgh (Allegheny County); On-site; USD 45,000 - 65,000; Full time

Job summary

ConnectiveRx is seeking an Operations Quality Assurance Associate I to evaluate work by Operations agents against program SOPs, WINs, and business rules to ensure compliance with standards.

The role requires objective decision-making, critical thinking, and data analysis to coach agents, identify opportunities, and support QA initiatives across the unit, with occasional evening/weekend hours as needed.

Qualifications

• High school diploma or relevant experience.
• 1–3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent QA experience.
• Moderate Excel ability; experience with writing SOPs, User Manuals, and PowerPoint.
• Healthcare benefits/claims processing experience; call center background is a plus.
• Strong problem-solving, listening, attention to detail, and collaboration in a matrix environment.

Responsibilities

• Coach Operations agents on opportunities for improvement identified during evaluations.
• Performs and documents results of all quality assurance evaluations on operational products and services.
• Participates in calibration meetings with internal, vendor, or client teams as required.
• Identifies and escalates critical quality issues to senior management.
• Assists with other QA-related functions and responsibilities as needed.
• Availability to work occasional evening and/or weekend hours as business needs arise.
• Auditing work completed by Operations agents and providing feedback to leadership.
• Attending meetings, helping with data analysis, and other duties as assigned.

Skills

Excel ability

PowerPoint ability

Problem-solving

Active listening

Attention to detail

Empathy

Collaboration

Data analysis

Education

High School diploma or equivalent

Tools

Excel

PowerPoint

Job description

ConnectiveRx is seeking an Operations Quality Assurance Associate I to evaluate work by Operations agents against program SOPs, WINs, and business rules to ensure compliance with standards.

The role requires objective decision-making, critical thinking, and data analysis to coach agents, identify opportunities, and support QA initiatives across the unit, with occasional evening/weekend hours as needed.