Bilingual Quality Assurance Analyst - Remote

Quality Assurance Analyst - Remote

Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America's most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About the Job

Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center representatives who deal with our existing and potential clients. The QA will monitor inbound and outbound calls to assess demeanor, technical accuracy, client service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall Thriveworks client experience.

Key Responsibilities

• Participates in the design of call monitoring formats and quality standards
• Performs call monitoring and provides trending data to the management team
• Uses a quality monitoring data management system to compile and track performance at the team and individual levels
• Participates in customer and client listening programs to identify customer needs and expectations
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates calibration sessions for call center staff
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review
• Perform other duties as assigned

Basic Qualifications

Career Progression

Benefits

Successful Thriveworks employees believe in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today!

Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

With job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team :

If you see a scam related to Thriveworks, please report to infosec@thriveworks.com. You can contact employment@thriveworks.com with any questions or concerns.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

By clicking Apply, you acknowledge that Thriveworks may contact you regarding your application.