[Remote] IT Quality & Training Analyst

Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven physician enablement company focused on optimizing physician practices and improving patient experiences. The Quality and Training Analyst will ensure high-quality customer support interactions and internal processes, contributing to improved customer satisfaction and operational efficiency.ResponsibilitiesUnderstand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure qualityDevelop & Implement QA Programs: With guidance from senior team members, participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardizationCase Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closureProcedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentationAudit & Feedback: Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progressCollaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metricsDesign & Update Training Programs: Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needsStay Current with Industry Standards: Keep up-to-date with industry standards and best practices in technology support and quality managementOther duties as assignedSkillsBachelor's degree1-2 years of work experience in Healthcare1-2 years working within technology operations, ideally with cross team functional mindsetDemonstrated flexibility, independence, and self-motivation, with the ability to adapt to new processes and manage high volumes while maintaining quality supportA proven track record in delivering change into an operational environmentStrong creative development skills with ability to quickly comprehend technical information and translate ideas/conceptsSuperior research and analytical skillsStrong organizational and prioritization skills with attention to detail and accuracyAbility to identify problems and to use sound judgmentAbility to think critically and creativelyMust comply with all HIPAA rules and regulationsIn order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload SpeedBachelor's degree preferredSix Sigma Yellow Belt or ITIL preferredPreferred experience with profession-based telephonic or remote communicationBenefitsMedical, dental, vision, life, and pet insurance401KPaid time offOther wellness programsCompany OverviewPrivia Health is a physician enablement company that provides technology and services to optimize the healthcare delivery experience. It was founded in 2007, and is headquartered in Arlington, Virginia, USA, with a workforce of 501-1000 employees. Its website is http://www.priviahealth.com.Company H1B SponsorshipPrivia Health has a track record of offering H1B sponsorships, with 1 in 2025, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.



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