Trainer and Customer Service Quality Assurance Analyst


Job Type

Part Time

Published:

03/28/2018

Address

Boston
Massachusetts
United States

Description

POSITION SUMMARY:

The Training and Quality Assurance (QA) Analyst is responsible for developing training materials at an organizational level and a departmental/functional level for all employees within Contact Operations. This role will also assist in delivering training to staff, with the support of the Training / QA Manager. He / She is also responsible for gathering input data for quality and process assessments, and coordinating with the Training / QA Manager to identify areas of improvement or risk.

<img src="https://rs.careerliaison.com/pixel/yk2fnvh273pqw7g8"><img src="https://analytics.click2apply.net/vzBl7mXSG8NENc4apIA6Ep">

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Develop training materials and update accordingly for DFCI organization and for Contact Operations departments and functional areas
  • Design and deliver training courses to Contact Operations departments and functional areas
  • Maintain curriculum for training/learning sessions; maintain resources in knowledge management tool
  • Carry out quality assessments and identify areas for process improvement within contact operations
  • Perform quality monitoring of telephone calls and provide feedback and coaching to staff
  • Compile and analyze data to support quality assessments and proposed areas for process improvement
  • Utilize quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum
  • Resolve issues or ensure appropriate escalation
  • Perform other duties as assigned


MINIMUM JOB QUALIFICATIONS:

  • Bachelor's degree required
  • 2+ years of administrative experience preferred
  • Knowledge of medical terminology is a plus
  • PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Understanding of academic medical institutions, clinical operations, and training required for employees at various levels
  • Ability to gather, organize, and analyze data
  • Excellent organizational and communication skills, both verbal and written
  • Strong attention to detail with the ability to multi-task and problem solve on the spot
  • Recognizes emergencies and appropriately escalates issues per standard operating procedure
  • Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience. Ability to provide effective feedback that has an impact on the performance of staff.

SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities.

PATIENT CONTACT:

No, this position does not entail patient contact or communication.

PI101806017

Professional Level

Entry level

Minimum Education Required

4-year degree

How To Apply

anne_hurley@dfci.harvard.edu

https://careers-dfci.icims.com/jobs/10001/trainer-and-customer-service-quality-assurance-analyst/job

https://careers-dfci.icims.com/jobs/10001/trainer-and-customer-service-quality-assurance-analyst/job


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