The opportunity
Position Summary: The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes and improve existing ones. They use project management tools to drive collaboration across departments, conduct root cause analyses, track progress, and provide detailed reports to management.
What you'll do
Drive collaboration and coordination with cross-functional teams, including: programmers, engineers, and management.
Track team progress and deliver detailed status reports, including KPIs and performance data.
Participate in CAPA reviews to identify training and process improvement opportunities.
Support patient-focused teams with quality improvement, tracking, and performance projects.
Create and maintain documentation such as SOPs and protocols.
Partner with management and data analysts to identify new process improvement opportunities.
What they're looking for
- Audit call and email communications to assess quality and accuracy; compile: QA feedback summaries for management and training teams.
- Follow established protocols when delivering feedback to Patient Experience agents and leadership.
- Bachelor’s degree or equivalent required
- + years of call center QC experience
