The Quality Assurance Analyst will monitor and analyze data results, compile statistical trending charts, identify potential problems, and recommend corrective actions in support of continuous process improvements to ensure that quality assurance standards and expectations are achieved. This role will develop and maintain Quality Assurance training documentations; and conduct training of new hires and existing staff. Additionally, it will continually analyze, update, and enhance Quality Assurance desk level procedures and Quality Assurance policy and procedures. This role is a part of the Quality Assurance Team and identifies patterns, common errors, and system issues to assist the processing department in reducing risk and improving effectiveness and works with line management, as a service partner, to continuously improve quality.
Compiles basic monthly, quarterly, and annual trending charts and analyzes data to identify business solutions regarding non-conformance of products or processes, production quality, root cause analysis, and quality trends that are forwarded to appropriate stakeholders to provide operational and division area feedback that meet business goals in support of process improvement initiatives and projects.
Supports the audit investigation and research process with internal departments and external agencies.
Performs a thorough in-depth research root cause analysis of quality error results, draws accurate conclusions, and supports the development of adhoc reports as needed to promote error reduction and ascertain where specific process improvements can be made.
Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities.
Monitors and validates Performance Guarantee results for company Monthly Dashboard reporting.
Continually develops, reviews, and updates the training documentation to ensure effectiveness, relevancy, consistency, and accuracy.
Conducts the orientation, training, cross-training, and refresher training of new subordinates and existing staff, familiarizing them with job responsibilities and process changes within the area to enhance team performance.
Coordinates and prepares the development and updates of the Quality Management Desk Level Procedures and QA Policies and Procedures.
Assists to resolve escalated arbitration appeals/disputes received from operational and divisional line areas.
Supports the Quality Assurance Senior Analyst regularly and assists the Quality Assurance Specialist workload as needed during times of heavy volume and peak periods.
Minimum Qualifications
2+ w/Bachelor’s degree Additional Experience
Bachelor's degree is preferred and/or associated degree with 3 - 5 years of work related experience.Knowledge, Skills, Abilities
Organizational and planning skills with the ability to work well under pressure and handle multiple concurrent priorities and meet deadlines.
Strong analytical and reasoning skills with the ability to recognize patterns of errors and formulate recommendations for policy or procedural improvement.
Ability to exercise discretion and independent judgment while interpreting policies and operating practices.
Verbal and written communication skills, including the ability to express ideas and thoughts clearly.
Technical writing skills describing issues and developing policy and procedures.
Basic to Intermediate MS Word, Excel, and PowerPoint skills.
Interactive Training skills.
Ability to maintain confidentiality and work effectively with multiple levels of staff.
Ability to prioritize and follow through with minimal supervision.
Ability to handle detailed assignments and work on a computer up to 8 hours a day.Base Pay InformationThe national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 17. $50,800 - $106,400
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
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