Quality Assurance Specialist

1 day ago

Pittsburgh, Pennsylvania, United States ConnectiveRx Full time
Job Title: Quality Assurance Associate

At ConnectiveRx, we are seeking a highly skilled Quality Assurance Associate to join our team. This role is responsible for evaluating work completed by Operations agents against program SOPs, WINs, business rules, and other program-related documents for adherence to expectations outlined in the documents.

The ideal candidate will possess strong analytical skills, be able to use objective decision-making and critical thinking skills to determine whether audited work meets internal and external expectations. They will also be a subject matter expert for their respective assigned business unit(s) and utilize analytical skills to analyze data, processes, and workflows to provide insightful, actionable coaching for the Operations Agents.

Key Responsibilities:
  • Coach Operations agents on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents
  • Performs and documents results of all quality assurance evaluations on all operational products and services
  • Participates in internal, vendor, or client calibration meetings as required to address quality initiatives
  • Identifies and escalates critical quality issues appropriately to senior management
  • Assists with other QA-related functions and responsibilities as needed to meet department and company goals
Requirements:
  • High school or relevant experience
  • 1-3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience in a similar role in another company, or 1-3 years of prior quality control experience
  • Moderate Excel ability (data validation, data entry, tables, simple formulas)
  • Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
  • Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
  • Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
What We Offer:
  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package

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