Quality Assurance Analyst

The Quality Assurance Analyst will be responsible for auditing the accuracy of performed processes according to the client’s QA standards. The QA Analyst will evaluate back-office tasks & phone calls, conduct QA Disputes/Rebuttals process, QA Calibration, and coaching sessions as well as implementing Preventive / Corrective actions when applicable. Must have very strong communication & analytical skills and passion for continuous improvement.

• Perform QA Control tasks on defined processes
• Conduct effective QA dispute process
• Perform QA Calibration Sessions with client and internal stakeholders
• Conduct QA Coaching Sessions based on QA results & findings
• Communicate quantitative and qualitative findings from QA results
• Monitor efforts to resolve issues and track progress
• Spot areas for improvement to enhance the process efficiency
• Data analysis to provide insights to the business on a regular basis
• Implement Corrective / Preventive Actions
• Design and implement QA control processes (including creation of reporting & QA SOPs)

Personal Competencies

• Strong stakeholder management skills
• Attention to detail
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Creative and innovative thinker
• Strong time management skills
• Ability to be self-motivated, self-directed and work independently.
• Teamwork and collaboration to work effectively with all business partners (supervisors, training department, and other stakeholders)

Technical Competencies

Academic

• Advanced studies in Human Resources, business administration, quality, engineering or related field

Experience

• 2+ years experience in QA Analyst role
• English –Spanish Language (Oral and writing 90 % or higher)
• Intermediate knowledge of QA practices, theories, tools and detection/prevention techniques
• Process mapping & process analysis expertise
• Intermediate to advanced Excel and processes mapping tools

Technical Knowledge – Preferred But Not Mandatory

• Lean Six Sigma experience: DMAIC, VOC, 7 wastes, etc
• FMEA, PDCA, TQM, QMS.
• Statistical Process Control knowledge
• Change management methodologies
• Knowledge of human resources processes is a plus
• Project Management
• Experience on Case Management Systems (i.e. ServiceNow)