Remote Quality Assurance Analyst – Call Monitoring & Insights

UBC; Oregon; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote opportunities

401K with company match

Tuition reimbursement

Flexible work environment

Paid Holidays

Job summary

UBC is seeking a Quality Analyst to monitor calls, support leadership, and perform trend analyses to improve patient and provider interactions. The role emphasizes high-quality service and effective communication within a fast-paced environment.

Responsibilities include hosting calibration sessions, preparing reports, and participating in quality improvement projects. A related degree or substantial relevant experience is required, with travel as needed.

Qualifications

• Bachelor's degree or 8-11 years of equivalent work experience.
• 2-5 years of relevant experience or MA/MS degree.
• General PC knowledge including Microsoft Office, Internet, and email.
• Strong customer service/quality background experience.
• Excellent verbal and written communication skills.
• Strong prioritization skills.
• Strong leadership skills with some supervisory experience preferred.
• High regard for superior quality of service.
• Strong analytical skills.
• Ability to work independently in a fast pace environment.
• Travel as needed.

Responsibilities

• Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria.
• Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc…
• Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
• Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services.
• Calibration Sessions: Provide support to AMs and SDMs by participating and hosting internal/external client calibration sessions.
• Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc.

Skills

Customer service

Quality background

Verbal communication

Written communication

Prioritization

Leadership

Independence

Analytical skills

Travel flexibility

Education

Bachelor's degree or 8-11 years experience

MA/MS degree

Tools

Microsoft Office

Job description

UBC is seeking a Quality Analyst to monitor calls, support leadership, and perform trend analyses to improve patient and provider interactions. The role emphasizes high-quality service and effective communication within a fast-paced environment.

Responsibilities include hosting calibration sessions, preparing reports, and participating in quality improvement projects. A related degree or substantial relevant experience is required, with travel as needed.