[Remote] IT Quality & Training Analyst

Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven physician enablement company focused on optimizing physician practices and improving patient experiences. The Quality and Training Analyst will ensure high-quality customer support interactions and internal processes, contributing to improved customer satisfaction and operational efficiency.

Responsibilities

• Understand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality
• Develop & Implement QA Programs: With guidance from senior team members, participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization
• Case Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure
• Procedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentation
• Audit & Feedback: Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progress
• Collaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metrics
• Design & Update Training Programs: Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needs
• Stay Current with Industry Standards: Keep up-to-date with industry standards and best practices in technology support and quality management
• Other duties as assigned

Skills

• Bachelor's degree
• 1-2 years of work experience in Healthcare
• 1-2 years working within technology operations, ideally with cross team functional mindset
• Demonstrated flexibility, independence, and self-motivation, with the ability to adapt to new processes and manage high volumes while maintaining quality support
• A proven track record in delivering change into an operational environment
• Strong creative development skills with ability to quickly comprehend technical information and translate ideas/concepts
• Superior research and analytical skills
• Strong organizational and prioritization skills with attention to detail and accuracy
• Ability to identify problems and to use sound judgment
• Ability to think critically and creatively
• Must comply with all HIPAA rules and regulations
• In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed
• Bachelor's degree preferred
• Six Sigma Yellow Belt or ITIL preferred
• Preferred experience with profession-based telephonic or remote communication

Benefits

• Medical, dental, vision, life, and pet insurance
• 401K
• Paid time off
• Other wellness programs

Company Overview

Company H1B Sponsorship