Quality Analyst Specialist (Healthcare Virtual Assistance)

About the role

The Quality Analyst Specialist ensures high‑quality virtual assistance services for healthcare clients. You will monitor performance, identify improvement areas, and drive quality initiatives to enhance service delivery.

Key responsibilities

• Monitor and evaluate virtual assistants through call and email reviews, checking adherence to QA guidelines and SLAs.
• Identify performance gaps, provide constructive feedback, and coach assistants for better outcomes.
• Conduct regular audits and spot checks to verify task accuracy and completeness.
• Document findings, track trends, and recommend continuous‑improvement actions.
• Collaborate with cross‑functional teams and Client Services Managers to align on performance metrics and improvement plans.
• Develop and maintain up‑to‑date process flows and QA forms tailored to client requirements.

Required profile

• Excellent analytical and problem‑solving abilities.
• Strong attention to detail and ability to multitask.
• Effective communication and interpersonal skills.
• Minimum 2 years experience in quality assurance or quality management, preferably in healthcare.
• Proficiency with quality monitoring tools and software.
• Team‑oriented mindset and willingness to work night shifts.

Required skills

• Quality monitoring tools