Conduent Quality Services Analyst in Albany, New York
Quality Services Analyst
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .
The Quality Services Team plays a dual role in Data Management. The first role is that of an administrative entity for the offshore Quality Assurance Team, developing and maintaining Quality Assurance (QA) processes, writing process documentation and training team members. The second role is auditing work product from various sources within the organization.
The Quality Services Analyst will take individual ownership over the specific areas related to both Quality Assurance and Data Management Processing. Each Quality Services Analyst will serve as a Subject Matter Expert (SME) for a specific area of Processing and its associated QA Process. This will include running weekly cross team meetings with the relevant Processing Team, addressing related concerns with QA and performing weekly work request audits related to their area of SME ownership.
Additionally, the Quality Services Analyst will work with the Data Management Process Control System in reviewing flags related to their SME area. They will use the knowledge obtained in these reviews to assist in driving their cross team meetings and suggesting corrective actions.
Apply and monitor controls across Data Management.
Encourage corrective actions among teams using the Process Control Flag system.
Administer and analyze audits to support system automations.
Scrutinize existing processes used by Data Management QA.
Identify gaps in QA processes.
Develop and vet new processes for QA.
Investigate and implement process efficiencies for QA pipelines.
Prepare documentation and training for QA.
Provide process support.
Report on quality and throughput.
Liaise with Operational teams to review defects, determine corrective actions and implement the most efficient processes while mitigating the associated risks.
Proven applicable experience and performance record within the department or related external experience.
Thorough understanding of Microsoft Windows and the Microsoft Office Suite of products.
Strong interpersonal and communication skills.
Strong team work ethic.
Accountability, ownership and commitment to quality.
An independent worker who will take the initiative to ensure goals are met.
Ability to work under pressure with changing objectives and deadlines.
Creative problem solver.
Excellent customer service skills.
Highly reliable and organized with strong attention to detail.
Time management skills/Proven ability to meet deadlines.
Preferred but not required
4 year degree from accredited university.
Previous experience with electronic document processing.
Previous experience in a Quality Assurance role.
Previous experience performing audits.
Previous experience creating Confluence documentation.
Previous experience creating process, documenting process and training team members.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .
Job IM Support
Primary Location United States-New York-Albany
Organization Financial Service Healthcare
Unposting Date Ongoing
Req ID: 19011785