Quality Assurance Analyst (Bilingual - Remote)

Job description

The Health Initiatives team at National Jewish Health is seeking a bilingual Quality Assurance Analyst to support the delivery of high-quality contact center and digital health services. This role is responsible for monitoring, analyzing, and improving quality across phone, chat, text, and digital interactions, ensuring exceptional user experiences and adherence to established standards. The ideal candidate brings strong analytical skills, quality assurance experience, and a passion for process improvement and coaching others to achieve excellence.
Key Responsibilities:
• Evaluate customer interactions and data entry for quality, compliance, and adherence to departmental standards across phone, chat, text, and digital platforms.
• Analyze quality performance trends, identify opportunities for improvement, and provide actionable recommendations to enhance individual, team, and departmental effectiveness.
• Collaborate with leadership and stakeholders to investigate quality concerns, support process improvements, and develop solutions that strengthen service delivery.
• Facilitate quality initiatives including audit assignments, call calibrations, policy development, training support, and quality assurance reporting.

National Jewish Health is the leading respiratory hospital in the nation and is recognized worldwide for excellence in patient care, research, and education. This position offers the opportunity to play a critical role in advancing quality standards, improving user experiences, and supporting innovative health initiatives that positively impact patients and communities.
Position Summary: The Health Initiatives Quality Assurance Analyst position is responsible for evaluating the quality of products and services through review, analysis and reporting. Provides guidance and direction using institution, department, product/service and client guidelines.
Essential Duties
• Evaluates and reports on agent phone, chat, and text interactions and data entry using departmental quality monitoring guidelines to ensure quality standards are met. Updates guidelines to align with best practices and new standards as needed.
• Analyzes and reports on user experience in digital services using department quality monitoring guidelines. Reviews and analyzes daily, weekly, and monthly reports on products and services to validate user experiences align with product goals.
• Analyzes and reports on trends in quality performance using data monitoring systems. Identifies actionable information and develops plans for increasing individual, team and departmental effectiveness.
• Works with the QA team and Health Initiatives leadership to identify quality issues and engage appropriate stakeholders in developing solutions. Tracks and responds to quality issue escalation requests to determine appropriate action for all items, follows appropriate communication process for resolution and feedback. Monitors and triages inquiries received through the quality team inbox, provides timely guidance and support to frontline agents as needed.
• Supports creation of policies, procedures and scripts to improve or maintain existing quality standards. Reviews and provides feedback on training materials to ensure alignment with quality assurance processes, established procedures, and quality standards. Works with management to proactively streamline processes and support with process improvement activities.
• Identifies, reviews, and edits recorded interactions to remove protected health information (PHI) and personally identifiable information (PII), creating de-identified call samples for training, inclusion in proposals, and other approved business uses.
• Researches the historical role, scope, and practices of departmental quality assurance to evaluate the current state and recommend future-state responsibilities, processes, and priorities.
• Assists with assigning bimonthly audits to QA Analysts to ensure effective and equitable feedback to agents, and ensure all duties are covered.
• Coordinates and facilitates call calibration sessions for call center staff, working with subject matter experts when needed.
• Ensures agent compliance with procedures and notifies appropriate parties of non-compliance issues.

Competencies
• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Coaching and Teaching Others: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others
• Impact and Influence: Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks, situations, and individuals involved. Taking advantage of opportunities to make a difference and have an impact. When used well, the intended outcome of this competency is the creation of goodwill, trust, and respect while motivating people to want to follow you even when they don’t have to.
• Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Problem Solving: Uses issue identification, data relation and comparison, pattern recognition and information gathering to create analyses and make recommendations.

Supervisory or Managerial Responsibility: None
Travel: None
Core Values
• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications
• Education: Bachelor’s degree required.
• Work Experience: A minimum of 2 years experience working in call center, or quality assurance required. Knowledge and application of motivational interviewing technique required.
• Special Training, Certification or Licensure: Fluent in oral and written English and Spanish required.

Salary Range: $58,656.00 - $77,572.56
Work Setting: This is a fully remote position. Candidates must reside in Colorado, Hawaii, Texas, Arizona, Florida, Illinois, New York, Wisconsin, or California.
Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.
• Comprehensive Medical Coverage: Cigna health plan remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with plan.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan