Quality Assurance Analyst

Summary

Join SAVii, a leading employee wellness company, as a Quality Assurance Analyst. You will play a vital role in ensuring high-quality service by developing and implementing quality control audit plans for processes, emails, and calls. Responsibilities include auditing client interactions, training employees, supporting quality assurance workflows, preparing reports, and collaborating with supervisors and managers. The ideal candidate possesses at least one year of auditing or quality assurance experience in the financial industry, strong communication and presentation skills, and a thorough understanding of FinOps processes. SAVii offers a remote-first work environment and a culture that values diversity and inclusion.

Requirements

• 1 year prior auditing and/or quality assurance experience required, preferably in the financial industry
• Well adept with Products, Processes and Policies of the Business function
• Knowledgeable in Quality assessment and evaluation
• Ability to support the team and coach them on how to resolve member issues and responses
• Ability to create accurate and punctual reports
• Excellent written and verbal communication skills
• Effective presentation skills

Responsibilities

• Develop and implement quality control audit plans for the process, emails and calls
• Responsible for reviews or audit on client interactions across the various contact channels - Voice and Email utilizing the Quality Standard Sheet
• Conduct supplemental audit for New hire staff
• Training FinOps employees on quality standards and procedures
• Support the overall quality assurance workflow such as (not limited to) conducting customer call, back office evaluation and possibly providing feedback directly to Recovery and AR Billing Officer, but generally provide it directly to Supervisors in a meaningful and constructive manner
• Accountable for collecting, coordinating, evaluating, and providing call and back office process/data for Recovery and AR Billing Officers to Supervisors and providing coaching, feedback, and reporting. They must meet weekly and monthly call and back office evaluation metrics. Participate in both internal site and stakeholder calibration sessions
• Prepare and complete reports in order to meet business requirements
• Thorough understanding of the end to end process of FinOps Processes such as Billing, Recovery and Disbursement, and product knowledge requirements
• Documenting errors, defects in the process and recommendations for Improvement
• QA Analyst support a culture of continuous improvement to meet or exceed Quality and Customer Experience measures. They may attend team meetings as necessary to cover various topics related to handling calls and back office processing
• Prepare and present quality audit reports to FinOps Management
• Keeping abreast of Savii and industry standards and regulations
• Collaborate with FinOps Supervisors, Managers for performance enhancement of least/low performing FinOps employees
• Identify estimate and correct deviations

Benefits

• Remote-first organization, we work where we feel happy and productive
• A plethora of enabling benefits enhancing your personal and professional life