Trainer and Quality Assurance Analyst

Inova 8095-Fairfax East is looking for a dedicated Trainer and Quality Assurance Analyst to join the team. This role will be full-time Monday-Friday with varied shifts.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.

• Retirement: Inova matches the first 5% of eligible contributions - starting on your first day.

• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.

• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

• Work/Life Balance: offering paid time off, paid parental leave, flexible work schedules, and remote and hybrid career opportunities.

Trainer and Quality Assurance Analyst Job Responsibilities:

• Builds video content for team members to close performance gaps.
• Responsible for preparing quality assurance documents, training documents, workflows, standard work, and visual media for the team.
• Provides support for the development, implementation, and documentation of quality assurance.
• Collaborates with the centralization team for process improvement visioning and implementation.
• Performs quality assurance audits on staff and documents all accounts reviewed and findings.
• Advises leadership of findings.
• Provides remedial training as appropriate to improve team members' performance.
• Informs and consults with people leaders and stakeholders about potential barriers that impact team results.
• May perform other duties as assigned.

Minimum Qualifications:

• Education: Associate degree

• Experience: Experience in quality assurance, customer service, data analytics, or outside industry in proven customer experience role

Preferred Qualifications:

• Experience: Contact Center and Workforce Management experience
• Other: Bilingual in Spanish and English; Must be local to the area