All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-time

Shift: Monday-Friday

Job Location: Hybrid

The role you’ll contribute:

The Care Advocacy Quality Assurance (QA) Analyst focuses on using data to improve service delivery and the consumer experience. The Care Advocacy QA Analyst will apply a disciplined, data-driven approach to review and analyze text[1]based data from conversations between Care Advocates and AdventHealth consumers. This role will be responsible for developing operational test cases/criteria, curating datasets, executing the Care Advocacy QA process, and summarizing the results for each Care Advocate on a regular basis (weekly, monthly, quarterly, yearly, etc.). The analyst should leverage data automation tools to optimize the QA process as the service grows. Additionally, the Care Advocacy QA Analyst will work closely with Care Advocacy leadership to identify potential gaps in operations, training or supplemental education opportunities based on QA outcomes.

The value you’ll bring to the team:

• Demonstrates, through behavior, AdventHealth Orlando's service standards.
• Assess quality of Care Advocacy's service delivery and consumer experience by implementing processes and activities listed below.
• Work closely with the Data & Analytics team to collect, clean, and classify conversation test dataâ¯â¯â¯
• Develop test strategy, define test cases and expected outcomesâ¯â¯â¯
• Execute test cases by reviewing conversation data and scoring against predefined criteriaâ¯â¯
• Facilitate and lead QA testing with other team membersâ¯â¯
• Leverage data analysis and visualization tools to automate QA processesâ¯â¯â¯
• Summarize and present results of QA executions to leadershipâ¯â¯
• Develop individualized insights for each Care Advocate based on their performanceâ¯â¯
• Identify opportunities for improvement in training, processes and/or workflows to prevent future defects

The expertise and experiences you’ll need to succeed:

Minimum qualifications:

• At least 1 year of data analysis and business reporting experience
• At least 1 year of call center/customer service/operations experience
• Bachelor's Degree in Business, Data Analytics, Data Science, or related field

Preferred qualifications: 

• 2-3 years of data analysis and business reporting experience (using automation tools)
• 2-3 years of call center/customer service/operations experienceâ¯â¯
• Strong understanding of AdventHealth network