Customer Operations Quality Analyst
To Help Save More Lives
RQI Partners is a mission-driven joint partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care.
We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.
Founded in 2018, we’re growing fast and looking for people passionate about making an impact. Learn more about the role below!
Position Overview:
The Customer Operations Quality Specialist works under the guidance of the Customer Operations Quality Manager to ensure excellence in RQIP’s customer service delivery. This entails delivering projects and initiatives in support of customer service processes and tools. The Quality Analyst plays a crucial role in ensuring that customer interactions, whether through cases (tickets) or phone calls, meet established quality standards and adhere to company policies and procedures.
Position Holder is Accountable For:
- Monitoring Interactions: Listening to recorded phone calls or reviewing written customer service cases to evaluate the quality of communication, adherence to script or guidelines, and resolution effectiveness.
- Quality Assessment: Assessing interactions based on predefined metrics such as accuracy, completeness, professionalism, empathy, and compliance with service level agreements (SLAs).
- Feedback and Coaching: Providing constructive feedback to customer service representatives based on evaluations, identifying areas for improvement, and coaching them on best practices.
- Reporting and Analysis: Compiling data and preparing reports on quality performance metrics, trends, and areas needing improvement. This helps in identifying training needs and process enhancements.
- Process Improvement: Collaborating with team leaders and managers to develop and refine customer service processes, scripts, and guidelines to enhance overall service quality.
- Training Support: Assisting in the development and delivery of training programs for customer service teams based on quality monitoring insights and identified training needs.
- Maintenance and support of department tools and applications.
Required Skills & Competencies:
- Associate’s degree in business administration, management, or a related field.
- Minimum 5 years’ experience in customer service operations, quality assurance or related role
- Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with stakeholders at all levels.
- Proven ability to provide direct feedback and coaching to peers.
- Proficiency in Microsoft Office Suite and data analysis tools (Power BI preferred).
- Ability to work independently and collaboratively within a team environment.
The estimated annual base salary for this position is $65,000 to $70,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.
RQIP Benefits Include:
- Generous PTO & Holidays
- Remote Work Environment (some positions require travel)
- Comprehensive Medical, Dental and Vision
- HSA & FSA Account Options, with employer HSA contribution
- 401k with Employer Match & Profit Sharing
- Employee Assistance Program
- Tuition Reimbursement
- Professional Development Opportunities
- Student Loan Repayment Assistance
- Eligibility for Annual Bonus
- Wellness Reimbursement Program
- Pet Insurance
- Department
- Customer Support
- Role
- Customer Operations Quality Analyst
- Locations
- Remote (US)
- Remote status
- Fully Remote
About RQI Partners
To Help Save More Lives.
It’s our mission and why our team members bring their best self every day to make a difference in the global communities in which we live and serve.
Anchored and driven by a longstanding Alliance between the American Heart Association® and Laerdal Medical, two leaders in the resuscitation training, education and technology space, RQI Partners — a partnership between the organizations — builds and nurtures relationships across the vast healthcare landscape to transform resuscitation training and education. The end game: to help save more lives from cardiac arrest.
We are seeking team members who bring diverse backgrounds, life and work experiences and skill sets to the table and are interested in joining our commitment to ensure healthcare professionals and lay rescuers in every community are competent and confident in their resuscitation skills. When they are, every patient, every time — in and outside of a hospital setting — can receive lifesaving care.
Formed in 2018, today, our company is fast-growing, evolving and fueled by an unwavering commitment to help improve cardiac arrest survival and patient outcomes. If you’re interested in helping RQI Partners, and our larger Alliance organization, continue its growth journey and achieve even greater mission reach and impact, we want to hear from you.
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