Position : Operations QA Analyst
Working Hours : Full-Time; 40 hours/week; US Pacific Time Zone Work Hours
Salary: USD 1,000 - USD 1,700/month
About the role:
We are seeking a detail-oriented and analytical Operations Analyst to join our team and play a crucial role in our daily call analysis and reporting processes.
As our Operations Associate, you will be responsible for reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and our clients. This role is critical in maintaining our service quality and driving continuous improvement in our operations.
You will have the opportunity to work closely with various departments, including customer service, quality assurance, and product development, to ensure that insights from call analysis are effectively utilized across the organization.
We offer competitive compensation, benefits, and the chance to grow with a dynamic, fast-paced
company.
Main Responsibilities:
- Analyze customer calls for quality, compliance, and issue identification
- Prepare detailed reports on call performance, trends, and areas for improvement
- Communicate findings to internal teams and clients through well-structured reports
- Collaborate with the quality assurance team to develop and refine call evaluation criteria
- Identify opportunities for improvement and efficiency gains in our technology
- Assist in the creation and maintenance of dashboards for real-time performance monitoring
- Contribute to the continuous improvement of our call analysis and reporting tools and methodologies
- Bachelor's degree in Business Administration, Data Analytics, or related field
- 2-3 years of experience in quality assurance in a customer service environment
- Strong analytical skills with the ability to interpret complex data and derive actionable insights
- Incredibly disciplined and productive, able to maintain high output even when handling seemingly mundane tasks.
- Excellent written and verbal communication skills
- Proficiency in data analysis tools (e.g., Excel, SQL)
- Detail-oriented with a keen eye for identifying patterns and anomalies in data
- Ability to manage time effectively and meet daily reporting deadlines
- Strong problem-solving skills and a proactive approach to addressing issues
Bonus Points:
- Experience with call center operations or customer service metrics is preferred
- Proficiency with reporting software (e.g., Tableau, Power BI)
- Knowledge of healthcare-specific terminology
- Project management skills
- Background in statistical analysis or data science
- Experience in developing and delivering training programs
