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Senior Quality Process Improvement Analyst

VIPcare
Tampa, USA
Full-time
Onsite
USD 80000-90000 yearly
Discovered 1 weeks ago
Quality assuranceProcess improvementQuality monitoring and scoringQuality calibrationRoot-cause analysisOperational data analysis

Full Job Posting

Position objective

Evaluate operational performance, identify quality and process gaps, and develop solutions to improve efficiency, service delivery, and patient experience.

Manage the improvement lifecycle from issue identification and analysis through solution development, implementation, and outcome monitoring.

Support the ongoing Quality Assurance function through monitoring, evaluation, calibration, and use of findings to identify broader operational trends.

Quality and process improvement

  • Monitor calls, interactions, workflows, and operational processes using established quality standards and scoring methodologies.
  • Conduct quality scoring and calibration to promote consistency and accuracy across reviewers, leaders, and operational teams.
  • Analyze quality results, operational data, patient feedback, and performance trends to identify recurring issues and improvement opportunities.
  • Use root-cause analysis to distinguish individual performance concerns from process, workflow, system, training, or operational gaps.
  • Partner with operational leaders and cross-functional stakeholders to understand challenges, gather information, and determine solutions.
  • Develop recommendations and improvement plans, including workflows, procedures, quality standards, and controls.
  • Support implementation and adoption of approved improvements, then monitor results against measures of success.
  • Incorporate process changes and performance expectations into QA monitoring to validate sustained adoption and effectiveness.

Quality resources and reporting

  • Identify coaching, training, and education opportunities based on quality findings and partner with stakeholders to communicate expectations.
  • Develop, implement, and maintain QA tools, scorecards, monitoring criteria, procedures, documentation, and other quality resources.
  • Design new quality or process-improvement approaches when existing tools, standards, or processes do not meet operational needs.
  • Develop and monitor quality metrics, performance indicators, and benchmarks; prepare reports, analyses, dashboards, and presentations.

Role requirements

  • The role is highly autonomous and requires navigating a highly matrixed environment.
  • The analyst is expected to influence outcomes without direct authority and work across departments on complex operational challenges.
  • The role requires analytical thinking, curiosity, creativity, and the ability to translate data and observations into practical solutions.
  • The analyst may need to develop processes, tools, or quality standards from the ground up.

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