Quality Analyst

hace 3 semanas

Bogota, Colombia UnitedHealth Group A tiempo completo

The more the healthcare system changes, the more certain values count. Like quality, patient-centered care, compassion, and a dedication to go the extra mile. As part of the Optum team, you will develop different skills in a variety of settings. You'll gain a deep sense of satisfaction knowing that you're helping to create a more efficient and effective healthcare system for all.

The **Quality Analyst **(QA) is responsible for evaluating the quality performance of the operation. The QA will monitor inbound and outbound calls to evaluate associate behavior, technical accuracy, customer service performance, and compliance with company policies and procedures. This person will help develop, create and implement call center quality processes and procedures, as well as recommend improvements to training materials needed to improve the overall customer experience.

**Primary Responsibilities**:

- Complete the required number of evaluations each week and month
- Provide feedback to agents on strengths and areas for improvement
- Maintain accuracy of data for feedback and reporting purposes
- Maintain and Review, Revise or update if necessary Quality Related Process Documents
- Maintain monthly variance threshold between External Audits (Quest team) and Internal Audits
- Facilitate Quality Certification on New on boarded leaders and conduct regular monthly internal calibrations to address audit variance
- Provide and Publish reports and analysis highlighting weekly/monthly trends of the program
- Monitor and Tracks Coaching Completion done by operations leaders
- Drive Zero Tolerance Process from capturing behavior from call audits to documenting, communicating and tracking completion or closure of case as per corrective action escalation process.
- Facilitate learning sessions, Huddles, Call listening and Council with leaders and advocate leve
- Collaborate with Operations and Support Groups on Action Planning where CE intervention is needed
- Provide close coordination with clients in updating call flows, call process, and quality guidelines
- Participate in program and process improvement initiatives
- Modify Quality Internal Process to Improve Performance base on Program’s Scorecard, Expectations Priorities and Needs.
- Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, audit accuracy, attendance and other target metrics with CE Intervention.

**Required Qualifications**:

- Bachelor’s Degree Holder
- English - B2 / C1

Careers with Optum. Here's the idea. We build an organization, around one big goal; to make the health system work better for everyone. So whether it's how we use the vast amount of health information that has been universally accumulated, or how we guide health or lifestyle decisions, or how we manage pharmaceutical benefits for millions of people, our first goal is to leap beyond the status quo and discover new ways to serve people. Optum, part of the UnitedHealth Group family of businesses, brings together the brightest minds and pioneering ideas about where the health system should go to achieve its greatest potential. Which for you means working in highly productive teams that tackle the most sophisticated problems that really matter. Optum, incredible ideas in an incredible company and a unique opportunity to do **the best work of your life. **SM**

**Key words**:Quality Analyst, Quality Analyst BPO, Quality Analyst Bilingual, BPO, Bogota, Colombia.

  • Quality Assurance Analyst

    hace 1 mes

    Bogota, Colombia Neoris A tiempo completo

    **Quality Assurance Analyst**: **Date**:Mar 31, 2023 **Location**: BOGOTA, CO **Company**:NEORIS En **NEORIS**, acelerador digital que ayuda a las compañías a entrar en el futuro, estamos en búsqueda de Quality Assurance Analyst , **Principales Responsabilidades**: NEORIS es un Acelerador Digital que ayuda a las compañías a entrar en el...

  • Quality Assurance Analyst

    hace 2 días

    Bogota, Colombia Symphonic Distribution A tiempo completo

    **Quality Assurance Analyst** **About the company //** Symphonic Distribution is a 100% independent music distribution and marketing company headquartered in downtown Tampa, FL and with offices in Brooklyn, Nashville, Denver, and Bogota, Colombia. We focus on distributing, promoting, and developing great independent music from artists, record labels, and...

  • Quality Analyst

    hace 4 días

    Bogota, Colombia Kellogg Company A tiempo completo

    As the **QUALITY ANALYST**, you will be responsible for a the Control and monitor the quality programs in process and packing, traceability processes, PES program and Suppliers management. Guarantee quality standards accomplishment of finish product specifications. Guarantee the effective control of the quality budget and purchases orders. **HERE’S A...

  • Quality Analyst

    hace 1 mes

    Bogota, Colombia Optum Global Advantage A tiempo completo

    **Número de la requisición**: 2167219 **Categoría de la vacante**: Servicio al cliente **Ubicación**: Bogotá, Distrito Capital de Bogotá Compartir - Trabajos con UnitedHealth Group Estamos creando oportunidades en cada rincón del mercado de salud para mejorar vidas mientras construimos carreras. Y eso significa oportunidades de crecimiento...

  • Quality Assurance Analyst

    hace 1 mes

    Bogota, Colombia IntouchCX A tiempo completo

    **About IntouchCX** IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through...

  • Associate Data Quality Analyst

    hace 1 semana

    Bogota, Colombia Anthology, Inc. A tiempo completo

    Associate Client Support Quality Analyst Bogota, Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and...

  • English Speaking Quality Assurance Analyst

    hace 1 semana

    Bogota, Colombia Besedo A tiempo completo

    Are you looking to develop in the company and keep learning? Do you want to contribute to the company´s growth? Are you interested on fashion and have a high attention to details? If you have said yes to this questions, then check out this opportunity! As an English Speaking Quality Assurance Analyst your task is to make sure our clients succees by...

  • Cx Quality Assurance Analyst

    hace 7 días

    Bogota, Colombia DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...

  • Cx Quality Assurance Analyst

    hace 3 días

    Bogota, Colombia DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...

  • Quality Analist

    hace 1 mes

    Bogota, Colombia IQVIA A tiempo completo

    Job Overview Under guidance or supervision, develops the skills necessary to complete the evaluation and validation of data, calculate rebates and quantify findings. Essential Functions - Trains to be able to document the receipt of data/bill, and load the data in to the system. - Performs quality assurance checks on data for self, Associates, and...

  • Quality Analyst- Clay

    hace 1 mes

    Bogota, Colombia EXL Services A tiempo completo

    ¡Nos encontramos en busqueda de un Quality Assurance ! ¿Qué se requiere? - Profesional universitario en administración de empresas o áreas afines. - 1 año mínimo de experiência en posiciones de liderazgo en áreas de calidad en BPO/ Call Center. - Manejo de Excel Avanzado. - Inglés B2+ ¿Cuáles son las funciones? - Ejecutar el plan de calidad...

  • QA Manual Analyst

    hace 2 días

    Bogota, Colombia Neoris A tiempo completo

    **QA Manual Analyst**: **Date**:Aug 23, 2023 **Location**: BOGOTA, CO **Company**:NEORIS **Principales Responsabilidades**: **Requerimientos**: "Profesional en ingenieria de Sistemas o carreras afines con experiência mínimo de 3 años y conocimiento en: Talento con conocimientos en los procesos y procedimientos de calidad del banco BBVA, perferiblemente...

  • Senior Quality Automation Analyst

    hace 1 mes

    Bogota, Colombia Unreal Gigs A tiempo completo

    We're seeking talented individuals located in Brazil to join us as Senior Quality Engineers (Automated). If you're interested, please upload your resume in English. **Requirements**: **Key Responsibilities**: - Develop test plans to verify product functionalities. - Perform manual and automated tests to identify defects. - Document and report bugs found...

  • Senior Business Analyst, Colombia

    hace 17 horas

    Bogota, Colombia Ci&T A tiempo completo

    Hi, this is Valentina from CI&T! I am a Talent Attracting Analyst looking for people located in** Bogotá** for a **Senior Business Analyst **position to join us! If you are interested,** please upload your resume in English.** **Responsibilities** Process Mapping: Analyze and document processes related to: Access control (approval, maintenance) Change...

  • Financial Analyst

    hace 1 mes

    Bogota, Colombia Tetra Pak A tiempo completo

    At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen._ **Job Summary**: We are looking for a Financial Analyst, this person will be responsible...

  • System Analyst

    hace 1 mes

    Bogota, Colombia Atlantic Talent Services A tiempo completo

    The System Analyst role involves crafting requirements and ensuring their effective implementation throughout the entire process. This includes conducting meetings with stakeholders to comprehend and document their needs, as well as guaranteeing the successful reception of developments by clients. The System Analyst also ensures the seamless integration of...

  • Business Analyst

    hace 1 semana

    Bogota, Colombia IntouchCX A tiempo completo

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Human Resources Data Analyst

    hace 17 horas

    Bogota, Colombia IntouchCX A tiempo completo

    **About IntouchCX** IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through...

  • Catalogue Analyst-2

    hace 1 mes

    Bogota, Colombia Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Cx Quality Assurance Intern

    hace 1 semana

    Bogota, Colombia DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...