[Remote] IT Quality & Training Analyst

Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting candidates with a healthcare technology organization that focuses on optimizing physician practices. The IT Quality & Training Analyst role ensures top-quality customer support and enhances operational efficiency by monitoring interactions and improving agent performance.

Responsibilities

• Understand roles and workflows within Technical Support Services and Patient Technical analysts
• Assist in designing and implementing quality assurance programs for case and call management
• Analyze cases to identify recurring issues and support timely resolution
• Update procedures and maintain knowledge base documentation
• Ensure compliance with policies, industry regulations, and legal requirements
• Conduct audits of customer interactions and provide feedback and coaching to support staff
• Track trends and monitor progress of individuals and teams
• Participate in calibration sessions to align performance metrics
• Collaborate with Learning and Enablement to design and update training programs
• Stay informed on industry standards and best practices in technology support and quality management
• Perform other duties as assigned

Skills

• Bachelor's degree preferred
• 1-2 years of experience in Healthcare
• 1-2 years experience in technology operations with a cross-team functional mindset preferred
• Ability to adapt to new processes and manage high volumes while maintaining quality
• Proven experience implementing change in operational settings
• Strong skills in creative development, research, and analysis
• Excellent organizational skills with attention to detail
• Sound judgment with problem identification and resolution abilities
• Critical and creative thinking skills
• Six Sigma Yellow Belt or ITIL certification preferred

Benefits

• Medical, dental, vision, life, and pet insurance
• 401K plan
• Paid time off
• Wellness programs
• Expense reimbursement for home office internet costs for remote workers

Company Overview