OSF Healthcare Careers

Quality Analyst Contact Center - PAT001575

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: 8AM to 4:30PM with operational flexibility needed
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description


The Quality Analyst ensures that the day-to-day operations of the contact center meet the Ministry-wide goals of the organization through quality assurance and monitoring, such as conducting audits of agent calls. Responsible for reviewing and monitoring system documentation for adherence to department procedures and policies, and follows department QA plan to ensure quality patient and customer experience. Responsible for quality metrics, including amount of calls monitored for each representative and amount of disposition audits performed. Acts as a mentor to others as it pertains to quality monitoring and process coaching.


Provides functional support to all applications deployed within the contact center and technical expertise for the various utilized systems. Serves as a data consultant when data needs are identified for Quality, Risk, Physician Services, and Regulatory purposes. Responsible for the timely and accurate transmission of data to various regulatory agencies. Maintains strong collaborative ties with the Information Technology Services and supports integration requirements. Provides support for help desk calls for systems owned by the contact center. Works as a change agent as the Ministry transitions from paper-based data sources to automated solutions; continually seeks opportunities to improve departmental performance through the use of technology.






3 years of relevant experience working in a contact center.





Excellent interpersonal and communication skills.; Solid computer skills, including proficiency with Microsoft software.; Strong analytical and problem solving skills, with the ability to be detail oriented. 


Experience with statistical reporting using software, spreadsheets, graphs, and flowcharts, including proficiency with MS Office/Excel.







Master's degree in related field




Epic experience


1 year of quality assurance experience or experience with continual/process/performance improvement methods




Familiarity with OSF services, organizational practice, principles, and mission







Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.


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Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

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