Senior Quality Assurance Analyst

Job Summary

The Senior Quality Assurance Analyst (QA) for the Community Care Network (CCN) Contact Center is responsible for ensuring that the contact center delivers the highest quality of customer service to CCN Veterans and stakeholders. This role focuses on maintaining and improving quality standards across all customer interactions by evaluating call quality, providing feedback to agents, and implementing processes that ensure compliance with CCN policies and industry standards. The Senior QA Analyst leads quality initiatives, collaborates with leadership teams, and helps drive continuous improvement efforts.

Education & Experience

Required:

• High School diploma or G.E.D.
• Minimum of 3 years of experience in quality assurance, with at least 2 years of experience in a contact center or customer service environment
• Strong analytical skills with the ability to assess data and make actionable recommendations
• Excellent verbal and written communication skills, with the ability to provide constructive feedback in a clear and professional manner
• Experience with quality monitoring software and tools; familiarity with CRM systems and telephony platforms is a plus
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

Preferred:

• In-depth knowledge of CCN program guidelines, policies, and procedures is highly preferred
• Certification in Quality Assurance (e.g., Six Sigma, CQIA) is a plus
• Experience mentoring and coaching contact center staff
• Veteran, military spouse or military affiliated
• Healthcare or insurance industry experience
• Experience with process improvement methodologies such as Lean or Six Sigma

Key Responsibilities

• Conduct thorough and accurate quality assessments of phone calls, emails, and other customer interactions to ensure adherence to TriWest standards, policies, and regulations.
• Provide detailed feedback to contact center agents, performance coaches and supervisors on performance, including recommendations for improvement.
• Develop, update, and implement checklists and scorecards that align with TriWest quality requirements and best practices.
• Identify trends in quality issues and collaborate with the Performance Coaching, Training and Operations teams to address skill gaps and process improvements.
• Work with leadership to establish key performance indicators (KPIs) for quality monitoring and reporting.
• Conduct root cause analysis on quality issues, develop action plans, and track results to ensure continuous improvement.
• Monitor adherence to TriWest customer service standards, ensuring that all interactions meet legal and contractual obligations.
• Lead regular calibration sessions with team members to ensure consistency and accuracy in quality scoring.
• Generate and analyze reports on quality metrics, providing insights to leadership for performance tracking and strategic planning.
• Support audits and compliance assessments, ensuring that contact center practices align with TriWest's policies and contractual requirements.
• Mentor and provide training to QA analysts to build a strong quality assurance team.
• Collaborate with cross-functional teams (Performance Coaching, Training, Operations, Workforce Management) to enhance overall contact center performance and customer satisfaction.
• Assist Knowledge Management in the development and delivery of quality assurance-related training materials for new hires and ongoing development programs.
• Take active steps to continually expand personal knowledge and expertise in all aspects of the CCN program.
• Participate in and represent the Corporate Operations departments in other process and performance improvement projects and meetings, utilizing Six Sigma or other quality tools as required as part of project.
• Serve as a SME and resource to Quality Assurance team and management; provide backup for Quality Assurance Analysts as needed.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Technical Skills: Knowledge of quality assurance programs in a call center environment, proficient with records maintenance and call center software; proficient with Microsoft Office Suite including; Word, Excel, PowerPoint, Visio and Outlook.

Working Conditions

Working Conditions:

• Availability to cover any shift
• Works in a standard office environment, with minimal travel
• Extensive computer work with prolonged sitting
• Travels approximately 10% or 5 weeks per year
• Extensive training work with prolonged sitting or standing to lead a training class
• Department of Defense security clearance required