Quality Analyst

hace 5 días

Bogota, Colombia Optum 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.

**Key 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 level
- 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.
- 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.

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