Hybrid Associate Quality and Process Improvement Analyst

at UBC

• Job title: Associate Quality and Process Improvement Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: PMP
• Location requirements: Hybrid, Creve Coeur, United States

About the role

• Associate Quality and Process Improvement Analyst at UBC managing call quality performance and reporting for front-line staff. Involves evaluating call outcomes, documentation, and supporting program management.

Responsibilities

• Manage, monitor, and report on the overall call and quality performance for assigned front line staff.
• Responsible for the evaluation, reporting, communication, and ongoing analysis of all call quality outcomes including call recordings, case management, and offline and patient journeys.
• Responsible for documenting and reporting performance issues to Patient Service Center leadership.
• Provide trend data to various leaders within the organization during client and project implementations and ongoing through client and internal calibrations.
• Help drive improvements by scoring to initiatives that drive strategic imperatives.
• Demonstrate a high level of judgment and problem-solving skills when monitoring employee phone calls to ensure appropriate performance is being achieved.
• Responsible for daily monitoring of front-line staff patient interactions through Inbound and Outbound calls, including e-mail interactions and use of internal systems.
• Strong attention to detail and analytical skills are required to perform this job well.

Requirements

• High school diploma required, Bachelor’s degree or equivalent experience preferred
• 2 to 4 years equivalent job experience; Quality monitoring experience preferred
• No certifications required, ASQ and PMP certification preferred
• Excellent EXCEL skills required
• General PC skills including proficiency in Microsoft office, including Microsoft Access
• Strong customer service/quality background.
• Excellent verbal and written communications skills.
• Strong prioritization skills.
• Ability to meet daily / monthly production goals.
• High regard for superior quality of service.
• Strong analytical skills

Benefits

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs