Survey Operations Quality Analyst

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship:Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me:Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning:Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate:We challenge the status quo with creativity and innovation as our true north.
• Better together:We check our egos at the door. We work together, so we win together.

This a 100% remote position.

The Survey Operations Quality Analyst position will oversee and foster an environment of 100% quality within the Press Ganey enterprise with delivery of survey products. As an expert in their fields, this person will serve a critical role of ensuring quality of the organizational impacts of surveying with enterprise-wide collaboration to ensure production service excellence is being obtained. This person will be conducting quality audits in the Attachment, Scanning, Commenting, or Phone Center Departments, assisting in Incident Management quality cases, identifying trending issues, interdepartmental communication on issues and resolutions, drive proactive process reviews to ensure 100% accuracy of our service delivery.

The Survey Operations Quality Analyst would have opportunities to work on special projects (Lean Six Sigma event participants) with leadership and/or other departments in the company to ensure processes are in place from a quality perspective.

Working with Root Cause Analysis, Incident Management (SalesForce), Microsoft and/or Process Improvement Tool Kits will be a significant part of this role.

A key measure for this position will be meeting CMS established requirements, meeting audit and monitoring quotas per department, and the continuous improvement of the operations survey delivery.

Duties and Responsibilities

• Perform Quality Audits via departmental standards and communicate their findings
• Attentively listening to live and recorded phone conversations during Phone survey administration
• Effectively communicating in word and in writing the quality feedback found to the respective departments
• Assist the leadership team of Quality Survey Operations on, spreadsheets, meetings, and managing workload volumes
• Conduct and/or support the leadership team in Root Cause Analysis on large quality issues
• Create and maintain Standard Work Instructions (SWI's) and Best Practices for Attachment, Scanning, Commenting, or Phone Center Departments
• Note taking, preparing for, and presenting at relevant meetings
• Be a resource in Survey Operations for questions/help with Incident Management cases and how to follow through with determining cause and next steps
• Utilization of Outlook templates and MS Word to communicate quality incidents and opportunities to improve
• Initiate process improvement initiatives ideas and identify operational gap analysis relating to discovered quality issues
• Perform routine Cause Analysis on quality incidents
• Oversee collaborative communication with all enterprise areas on remediation of quality issues or process efficiencies which can include crucial conversations
• Work on special projects with leadership and/or other departments in the company to ensure processes are in place from a quality perspective
• Assist process improvement sessions when areas of need are identified

Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Qualifications

• Bilingual in Spanish and English, has to be able to speak, read, and write English and Spanish.
• Lean Six Sigma belts, or Process Improvement Project experience preferred
• 1-2 years of process documentation, quality improvement, or project management experience
• Proven excellence in the support and service to complex and demanding customers is preferred
• Ability to enter, upload, and filter data accurately and to work within spreadsheets, MS Word, Outlook, MS Teams, and Power Point
• Ability to communicate professionally, effectively, factually, and thoroughly to leadership and across departments via in person, emails, or MS Teams chats
• Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency.

Education

High school, or equivalent degree required.

Special Working Conditions

Weekend work is a possibility during large volumes of work, and to maintain team goals.

The expected base salary for this position is $17.20p/h. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here:https://www.pressganey.com/legal-privacy/