Quality Assurance Analyst - Customer Success

CureMD Healthcare
Full time Full day
About Us:

CureMD excels in providing advanced tools and technologies that empower healthcare professionals to make informed decisions about patient care. Our state-of-the-art solutions harness the power of data analytics, artificial intelligence, and machine learning to analyze patient information, decipher patterns, and render actionable insights. These advanced technologies equip physicians with profound insights into each patient's health, enabling them to formulate precise diagnoses, implement highly effective treatment strategies, and deliver top-quality care with ease

Job Overview:

CureMD is seeking an experienced Quality Assurance Analyst to join the Customer Success (CS) department. The CS QA Analyst will review and audit interactions between clients and CSRs on support tickets and phone calls and ensure adherence to the industry-wide best practices and the established CS SOPs. The candidate will also train CSRs as needed, and will also be expected to interpret, refine and tailor the existing industry-wide policies, SOPs, and best practices, while recommending new ones, as needed, to help CureMD maintain and further elevate the high standards of support our clients have come to expect

Essential Job Responsibilities:

  • Audit documented interactions with customers as per the CSQA SOPs provided.

  • Train and coach QA analysts as needed.

  • Proficiency in testing tools and methodologies, such as manual testing, automated testing, functional testing, performance testing, etc.

  • Experience with bug tracking systems e.g. Jira would be a plus.

  • Periodically review customer communication rated by QA analysts to ensure uniformity.

  • Recommend QA Policies, changes in QA processes, and SOPs to Management for implementation

  • Ensure the development of best practices for and policies for the Customer Success department’s QA adherence.

  • Ensure ticket audit training delivery to CS staff tiers according to prescribed SOPs.

  • Development of audit mechanism ensuring a cascading audit system for CS ticket and call resolutions.

  • Conduct training sessions with newly hired CSRs on CSQA policies and industry-wide best CS practices.

  • Draft QA training & instructional documents as needed.

  • Liaise with EHR support for conducting research into client escalation.

  • Oversee and help improve the communication skillset of QA Analysts and CS Representatives.

  • Maintains confidentiality of all provider information and company documents. Speaks clearly and concisely.

  • Should be able to interpret and explain the rationale behind adherence to the established SOPs and be able to implement them fairly.

  • Must demonstrate the ability to pay attention to details, the ability to perform repetitive and monotonous tasks routinely, and be able to communicate firmly but courteously when required.

Required Qualifications:

  • Bachelor's degree in a related field such as business, management, or communications.

  • At least 2 years of relevant experience.

  • Proficiency in testing tools and methodologies, such as manual testing, automated testing, functional testing, performance testing, etc. Experience with bug tracking systems e.g. Jira would be a plus.

  • Ability to understand, analyze and interpret complex documents

  • Excellent written and verbal communication skills

  • Excellent training skills

  • Capable of prioritizing workflow and able to ensure deadlines are met

  • Ability to multi-task and maintain attention to detail

  • Proficiency in Microsoft Word, Outlook, and Excel

  • Must have a high degree of emotional intelligence, an acute sense of fairness, self-accountability, and excellent interpersonal skills, along with strong communication skills, both written and verbal.

Compensation and Benefits:

  • Competitive base salary and yearly bonus.

  • Health benefits (Outpatient, Inpatient, Maternity).

  • Provident Fund company matches up to 8% of the base salary.

  • Company-sponsored trainings, workshops, education, and development programs.

  • Collaborative yet fun-loving atmosphere: space that fosters employee wellbeing.

  • Commuter support, supportive workspaces, gym facility, and daycare.

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