Senior Quality Process Improvement Analyst

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

The Senior Quality Process Improvement Analyst is responsible for evaluating operational performance, identifying root causes of quality and process gaps, and developing solutions that improve efficiency, service delivery, and the patient experience.  This role manages the improvement lifecycle by identifying issues, analyzing data, partnering with business leaders to develop and recommend solutions, and monitoring results to assess whether implemented changes achieve the intended outcomes. 

The position also supports the ongoing Quality Assurance (QA) function by monitoring and evaluating interactions and operational processes, applying established quality standards, conducting calibrations, identifying coaching and education opportunities, and incorporating process changes into quality monitoring activities.  Findings from quality monitoring are used not only to evaluate performance but also to identify broader trends and opportunities for operational improvement.

This is a highly autonomous role that works across departments to solve complex operational challenges.  The Senior Quality Process Improvement Analyst must be self-directed, comfortable navigating a highly matrixed environment, and able to influence outcomes without direct authority.  The role requires strong analytical thinking, curiosity, creativity, and the ability to translate data and observations into practical solutions.  In areas where established processes, tools, or quality standards do not yet exist, the Senior Analyst may be responsible for developing them from the ground up.

• Leveraging analytical tools, perform ongoing quality monitoring and evaluations of calls, interactions, workflows, and operational processes using established quality standards and scoring methodologies, and conduct quality scoring and calibration activities to promote consistency, accuracy, and alignment across reviewers, leaders, and operational teams.
• Analyze quality monitoring results, operational data, patient feedback, performance trends, and other available information to identify recurring issues, performance gaps, and opportunities for improvement.
• Conduct root-cause analysis to distinguish individual performance issues from broader process, workflow, system, training, or operational gaps.
• Partner with operational leaders and cross-functional stakeholders to understand business challenges, gather relevant information, and determine appropriate solutions.
• Develop data-informed recommendations to address identified root causes and improve operational efficiency, quality, consistency, patient satisfaction, and service delivery.
• Translate recommendations into actionable improvement plans, including proposed workflows, procedures, quality standards, controls, or other solutions necessary to address identified gaps.
• Partner with business owners and cross-functional teams to implement approved process and quality improvements and support effective adoption of changes.
• Establish measures of success and monitor implemented changes to determine whether improvements achieved the intended outcome and identify when additional adjustments are needed.
• Incorporate new or revised processes, procedures, and performance expectations into ongoing QA monitoring to validate sustained adoption and effectiveness.
• Identify coaching, training, and education opportunities based on quality findings and partner with appropriate stakeholders to communicate expectations and improve performance.
• Develop, implement, and maintain QA tools, scorecards, monitoring criteria, procedures, documentation, and other quality resources as business needs evolve.
• Design new quality or process improvement approaches when existing tools, standards, or processes do not adequately address an operational need.
• Develop and monitor quality metrics, performance indicators, and benchmarks that provide meaningful insight into operational performance and improvement opportunities.
• Prepare reports, analyses, dashboards, and presentations that clearly communicate findings, trends, root causes, recommendations, and outcomes to operational leaders and other stakeholders.
• Conduct targeted audits and reviews in response to identified trends, business concerns, process changes, or emerging operational needs.
• Leverage available technology, including AI and data analysis tools, to enhance research, identify patterns, evaluate root causes, and develop potential solutions.
• Maintain appropriate documentation of quality findings, improvement initiatives, decisions, implemented changes, and results.
• Manage multiple quality and process improvement initiatives simultaneously, independently prioritizing work based on business impact, urgency, and organizational needs.
• Perform additional duties and project support as assigned.

• Bachelor’s degree in Business Administration, Healthcare Administration, Analytics, or a related field preferred; equivalent combination of education and relevant experience considered.
• 3+ years of experience in quality analytics, operational analytics, process improvement, business analysis, or a related analytical role.
• Experience performing root-cause analysis and translating findings into actionable process or performance improvements.
• Experience supporting process improvement initiatives from problem identification through implementation and post-implementation evaluation.
• Experience with quality monitoring, call monitoring, scorecards, calibration, or other structured QA methodologies strongly preferred.
• Call center or contact center experience preferred.
• Healthcare experience preferred.
• Experience working with Contact Center as a Service (CCaaS) or other call center telephony platforms preferred.
• Experience using AI-enabled tools, such as Gemini, Claude, or similar technologies, to support research, analysis, problem-solving, and process improvement.
• Advanced proficiency with Microsoft Excel, Google Sheets, or comparable tools used to organize, analyze, and interpret data.
• Experience with reporting, dashboarding, quality management, or data visualization tools preferred.
• Strong analytical and critical-thinking skills with the ability to evaluate complex information, identify patterns and trends, determine root causes, and develop practical solutions.
• Strong understanding of quality assurance, continuous improvement, and performance measurement principles.
• Demonstrated ability to independently investigate ambiguous or complex problems and develop solutions when a defined process or approach does not already exist.
• Ability to translate data and analytical findings into clear, actionable recommendations for operational stakeholders.
• Demonstrated ability to work independently, exercise sound judgment, and take ownership of initiatives from identification through implementation and follow-up.
• Ability to navigate a highly matrixed environment and influence outcomes through collaboration, credibility, and effective stakeholder management.
• Strong organizational and project management skills with the ability to prioritize and manage multiple concurrent initiatives.
• Excellent written and verbal communication skills with the ability to clearly communicate findings, recommendations, expectations, and results to audiences at varying levels of the organization.
• Strong interpersonal and presentation skills with the ability to build effective cross-functional relationships and facilitate productive discussions.
• High attention to detail while maintaining the ability to recognize broader trends, patterns, and organizational impacts.
• Demonstrated ability to handle confidential and sensitive information appropriately.
• Appreciation of cultural diversity and sensitivity toward the populations and communities served.

• Ability to remain in a stationary position, whether sitting or standing, for extended periods while performing computer-based work.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive motions of the wrists, hands, and fingers.
• Ability to move throughout the office environment as needed, including standing, walking, bending, and reaching to perform job-related tasks.
• Visual and auditory acuity sufficient to review data and quality materials, monitor recorded or live interactions, participate in meetings, and communicate effectively with others.

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles.
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
• Is able to work within the Better Health environment by facing tasks and challenges with energy and passion.
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.