Reporting to the Manager, Quality Assurance, the Quality Assurance Analyst is responsible for the entire life cycle of Complaint Management (QAR) brought forward by our end-user clients via the Care Access Center.

The Quality Assurance Analyst is responsible for recognizing quality trends, understand impacts and report findings related to end-user complaints.  The QA Analyst collaborates with service delivery departments within IHS, to ensure complete and thorough investigations are conducted and resolutions documented.

Complaint Investigation, Resolution and Consultation

·       Manages QAR Complaints, including investigation of case issues and outreach to internal stakeholders as required for resolution.

·       Prioritize QARs and tasks appropriately.

·       Strong communication and collaboration skills, working with various service delivery departments within IHS.

·       Manage multiple competing priorities

·       Participate in regular Quality Management calibration meetings

·       Manage multiple Quality cases and tasks with competing priorities.

·       Identifies and frequently assesses impact and dependencies of actions and QAR resolution.