Quality Assurance Analyst

We are looking for a detail-oriented and motivated Quality Assurance Analyst to join our team. The QA Analyst will be responsible for supporting quality assurance activities aimed at ensuring consistent and positive customer experience. This role focuses on evaluating support analysts' customer, business, and technical interactions to uphold and improve service quality. Key Responsibilities: Assist in the development and execution of quality monitoring programs to maintain and enhance the performance of hosting operations. Perform audits of calls and tickets for the Support, Managed Services and hosting operations team to assess compliance with quality standards. Identify areas for improvement through detailed analysis of customer interactions, ensuring alignment with business goals and customer expectations. Generate and maintain reports on performance metrics, highlighting trends and providing actionable feedback to support strategic improvements. Collaborate with cross-functional teams to implement process changes and enhance service delivery. Provide objective and actionable feedback to analysts to improve overall customer experience. Participate in calibration sessions to ensure consistent application of quality standards. Support administrative tasks, including maintaining quality assurance documentation, audit assignments, and dispute resolution. Conduct customer satisfaction (CSAT) and dissatisfaction (DSAT) analysis to identify improvement opportunities. Stay updated on industry standards, best practices, and emerging trends to continually improve quality processes. Contribute in any ongoing projects for the team. Qualifications: Education: Bachelor's degree in a relevant field. Experience: 2–4 years of experience in quality assurance, auditing, or a similar role. Hands-on experience in data analysis and intermediate knowledge of Excel. Skills: Strong understanding of call center operations and quality assurance metrics. Excellent analytical skills with a keen eye for detail. Effective communication skills, both verbal and written, for delivering feedback and collaborating with teams. Ability to meet daily and monthly audit goals while maintaining accuracy. Knowledge of tools like ServiceNow, Pure Cloud Genesis, and SharePoint is an advantage. Preferred Certifications: Six Sigma Yellow Belt or Green Belt (a plus).

A global healthcare IT innovator, Altera Digital Health develops and elevates technology to connect and inspire healthier communities. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we're driving a new era of healthcare.