Sr HR Quality Analyst

at  Dignity Health

Overview
CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.
The Sr. HR Quality Analyst helps drive critical business decisions by analyzing metrics and designing reports. Provide expertise in productivity and performance analysis with insightful reporting that measures service quality in alignment to specifications. Contributes to overall process improvement through identifying key data points, gathering and analyzing data and transforming data into information that can be utilized by the HRSST service delivery teams.

Qualifications

• Bachelor’s degree or 5 years in a quality assurance position as it relates to customer service and customer satisfaction trend analysis.
• 5 years’ QA experience in a call center environment, with strong knowledge of customer care process and techniques
• 5 years’ coaching and providing focused, specific feedback for improved performance and management/trainer for improvement of process/procedures and training curriculum
• Demonstrated ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve customer services
• Excellent oral, written and interpersonal communication skills
• Strong mathematical and MS Excel/Google skills
• Customer service orientation with ability to serve multiple levels of stakeholders
• Critical thinker and problem solver with ability to troubleshoot issues independently or escalate when necessary
• Demonstrates a sense of accountability and sound professional judgment
• Proven analytical capabilities; experience with large amounts of data and ability to assess and analyze information
• Proven attention to detail and strong organizational skills
• Ability to learn quickly and adapt to organizational changes
• Ability to effectively communicate verbally and in writing to all levels of the organization
• Ability to present information to small and large groups of people both in person and virtuall

• Develop overall reporting approach, design reports, and delivery schedules
• Lead/Facilitate performance, productivity measurement and analysis efforts across HRSST service delivery teams
• Gather information from various data sources internal and external to the team
• Use analytical tools, statistical techniques to interpret results from the data and create meaningful reports
• Create and maintain databases & other strategies to optimize efficiency and quality of data
• Proactively identify and monitor trends and help interpret any patterns to management
• Facilitate process improvement through systematic and consistent analysis of key business indicators
• Ensure that deliverables are produced in a timely manner and effectively used in operational processes
• Perform Quality assessments on project implementation deliverables
• Partner with business stakeholders on various continuous improvement initiatives
• Works independently with little supervision; participates in special projects as assigned
• Supports other team members for reporting related questions; serves as ‘SME’ for reporting
  The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Qualifications

• Bachelor’s degree or 5 years in a quality assurance position as it relates to customer service and customer satisfaction trend analysis.
• 5 years’ QA experience in a call center environment, with strong knowledge of customer care process and techniques
• 5 years’ coaching and providing focused, specific feedback for improved performance and management/trainer for improvement of process/procedures and training curriculum
• Demonstrated ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve customer services
• Excellent oral, written and interpersonal communication skills
• Strong mathematical and MS Excel/Google skills
• Customer service orientation with ability to serve multiple levels of stakeholders
• Critical thinker and problem solver with ability to troubleshoot issues independently or escalate when necessary
• Demonstrates a sense of accountability and sound professional judgment
• Proven analytical capabilities; experience with large amounts of data and ability to assess and analyze information
• Proven attention to detail and strong organizational skills
• Ability to learn quickly and adapt to organizational changes
• Ability to effectively communicate verbally and in writing to all levels of the organization
• Ability to present information to small and large groups of people both in person and virtually