Trainer and Quality Assurance Analyst

Inova 8095-Fairfax East is looking for a dedicated Trainer and Quality Assurance Analyst to join the team. This role will be full-time Monday-Friday with varied shifts. Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation. Featured Benefits: Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program. Retirement: Inova matches the first 5% of eligible contributions - starting on your first day. Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans. Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost. Work/Life Balance: offering paid time off, paid parental leave, flexible work schedules, and remote and hybrid career opportunities. Trainer and Quality Assurance Analyst Job Responsibilities: Builds video content for team members to close performance gaps. Responsible for preparing quality assurance documents, training documents, workflows, standard work, and visual media for the team. Provides support for the development, implementation, and documentation of quality assurance. Collaborates with the centralization team for process improvement visioning and implementation. Performs quality assurance audits on staff and documents all accounts reviewed and findings. Advises leadership of findings. Provides remedial training as appropriate to improve team members' performance. Informs and consults with people leaders and stakeholders about potential barriers that impact team results. May perform other duties as assigned. Minimum Qualifications: Experience: Experience in quality assurance, customer service, data analytics, or outside industry in proven customer experience role Preferred Qualifications : Experience : Contact Center and Workforce Management experience Other : Bilingual in Spanish and English; Must be local to the area #J-18808-Ljbffr Inova Health System