QA Analyst in Washington, DC at Eliassen Group

Date Posted: 10/16/2020

Job Snapshot

  • Employee Type:
    Contractor
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/16/2020

Job Description

Eliassen Groups is looking for a Quality Assurance Analyst to advocate for and educate on our DC Clients branded product and service offers. The ideal candidate will collaborate with internal and external stakeholders to provide resolution to inquiries and concerns while representing the voice of member’s by capturing feedback and identifying opportunities for process enhancement. In this role you will work collaboratively to employ a member centric operating model that focuses on the delivery of a superior member experience in multiple channels.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities:

  • Experiencing working within a social media space and resolving customer service chat inquiries
  • Collect members’ expressed insights regarding their wants, needs, and perceptions about branded products and services via the on-line Voice of the Customer program and provide input to/for process improvements.
  • Direct advocacy to ensure the resolution of escalated issues and complaints affecting products and services
  • Partner with providers to track, resolve, and seek opportunities to avoid future customer issues.
  • Evaluate and analyze data/ reporting relative to the delivery of quality customer service.
  • Work collaboratively with Relationship and Program Managers and providers to influence quality delivery of the member experience across all branded products and services.
  • Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stake holders.
  • Interact with array of external/internal functional departments to report on member experience regarding the delivery of services.
  • Identify and provide corrective solutions for responding to the product and service needs of the membership.

Education:

  • Associate’s Degree with 3-5 years of experience in a dedicated customer service / communications environment or an equivalent combination specialized interpersonal skill training / experience. 
  • Excellent written and verbal communication skills. 
  • Ability to navigate multiple tasks simultaneously. 
  • Strong problem solving, analytical, and decision makes skills.

Job ID: 345996

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!