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Quality Assurance Analyst - 1961
Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
Quality Assurance Analyst
Job Description:
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).
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:
HR.Recruiting@AlteraHealth.com
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