QA Analyst – Ambulatory Ops

Henry Ford Health

. Monitor and assess processes and workflows to ensure staff maintain quality and production measures .

Posted 11/5/2026full-timeRemote • Michigan • QatarSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in quality assurance and performance evaluation within customer service environments, with a strong focus on training, coaching, and process improvement. Proficient in data analysis and reporting to enhance operational efficiency and staff performance.

Highest-signal resume keywords

Quality Assurance AuditsCoaching And TrainingData AnalysisCustomer Service ManagementProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AuditsPerformance EvaluationData AnalysisTrend ReportingProcess Change Implementation

Soft Skills

Verbal CommunicationWritten CommunicationDocumentation Skills

Tools & Technologies

Epic

Industry Keywords

Call CenterHealthcareInsuranceGovernment Regulated IndustryQuality Improvement

About the role

Key responsibilities & impact

Monitor and assess processes and workflows to ensure staff maintain quality and production measures
Provide ongoing reporting and feedback to Customer Service management regarding staff performance
Conduct random audits and quality checks to ensure member inquiries are handled professionally
Facilitate calibration sessions and training for new hires and current staff on audit processes and quality expectations
Compile monitored data and participate in coaching, training, and development of department agents
Implement efforts to maintain or increase the quality of work performed within Customer Service

Requirements

What you’ll need

Associate degree in Business Administration or related field; relevant experience may substitute academic requirements
Eight (8) years of experience in a call center, including a minimum of two (2) years as a lead worker in insurance, healthcare, or government regulated industry
Two (2) years of experience in call center customer service
One (1) year of experience conducting quality/performance/evaluation audits
Experience providing coaching, feedback, and facilitating training
Experience implementing process change, data analysis, and trend reporting
Successfully complete all assigned Epic and Customer Service Representative New Hire training within two (2) months of hire
Excellent documentation, verbal, and written communication skills
Preferred: Strong understanding of the Henry Ford Health healthcare delivery system
Preferred: Experience in research and quality improvement

Benefits

Comp & perks

Opportunities for career growth
Collaboration with dedicated professionals
Continuous learning and innovation
Meaningful, mission-driven work in healthcare