• Trainer and Customer Service Quality Assurance Analyst

    Location US-MA-Boston
    Job Posted Date 1 month ago(3/14/2018 4:55 PM)
    Job ID
    2018-10001
    Category
    Operations
    Type
    full time
    Grade
    19
  • Overview

    POSITION SUMMARY:

     

    The Training and Quality Assurance (QA) Analyst is responsible for developing training materials at an organizational level and a departmental/functional level for all employees within Contact Operations. This role will also assist in delivering training to staff, with the support of the Training / QA Manager.  He / She is also responsible for gathering input data for quality and process assessments, and coordinating with the Training / QA Manager to identify areas of improvement or risk.

    Responsibilities

    PRIMARY DUTIES AND RESPONSIBILITIES:

    • Develop training materials and update accordingly for DFCI organization and for Contact Operations departments and functional areas
    • Design and deliver training courses to Contact Operations departments and functional areas
    • Maintain curriculum for training/learning sessions; maintain resources in knowledge management tool
    • Carry out quality assessments and identify areas for process improvement within contact operations
    • Perform quality monitoring of telephone calls and provide feedback and coaching to staff
    • Compile and analyze data to support quality assessments and proposed areas for process improvement
    • Utilize quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum
    • Resolve issues or ensure appropriate escalation
    • Perform other duties as assigned

    Qualifications

    MINIMUM JOB QUALIFICATIONS:

     

    • Bachelor’s degree required
    • 2+ years of administrative experience preferred
    • Knowledge of medical terminology is a plus
    • PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred

    KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

    • Understanding of academic medical institutions, clinical operations, and training required for employees at various levels
    • Ability to gather, organize, and analyze data
    • Excellent organizational and communication skills, both verbal and written
    • Strong attention to detail with the ability to multi-task and problem solve on the spot
    • Recognizes emergencies and appropriately escalates issues per standard operating procedure
    • Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience. Ability to provide effective feedback that has an impact on the performance of staff.

    SUPERVISORY RESPONSIBILITIES:

    No supervisory responsibilities.

     

    PATIENT CONTACT:

    No, this position does not entail patient contact or communication.

     

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