Trainer and Quality Assurance Analyst

The Trainer & Quality Assurance Analyst is responsible for monitoring and creating monthly call audits; prepares and reviews quality assurance scorecards and recommends training where appropriate. Develops and initiates performance training, to include onboarding or providing general training on a new process. Leverages multiple systems to produce deliverables that include patient experience survey data, workforce management, predictive analytics, and manual observations.

Job Responsibilities

 

• Builds video content for team members to close performance gaps.
• Responsible for preparing quality assurance documents, training documents, workflows, standard work, and visual media for the team.
• Provides support for the development, implementation, and documentation of quality assurance.
• Collaborates with the centralization team for process improvement visioning and implementation.
• Performs quality assurance audits on staff and documents all accounts reviewed and findings.
• Advises leadership of findings.
• Provides remedial training as appropriate to improve team members' performance.
• Informs and consults with people leaders and stakeholders about potential barriers that impact team results.
• May perform other duties as assigned.

Additional Requirements

Experience - 2 years of experience in quality assurance, customer service, data analytics, or outside industry in a customer experience role

Education - Associate degree (or relevant experience in lieu of degree)

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 24,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare. 

Inova Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.