Analyst - Quality and Training

Complexity of Work:

Requires proficiency in Microsoft Suite, critical thinking, effective communication, decisive judgment, and the ability to be flexible and work independently in a high-pressure, rapidly changing environment. Skilled in building and maintaining positive relationships with staff, offering constructive feedback and coaching for agent success. Specialized knowledge in business operations, including data analysis and solutions implementation to meet organizational goals and quality standards. Strong leadership capabilities, excellent influence skills, and a strategic perspective aimed at fostering collaborative relationships.

Required Work Experience:

Minimum of three (3) years experience in a call center, including classroom training facilitation, instructional design, and application of adult learning methodologies. Proficient in learning management systems and curriculum development. Experience in Quality Assurance, proficient in statistical reporting and analysis using tools such as spreadsheets, graphs, and flowcharts.

Degree Equivalency:

Associates degree plus six (6) years of experience or a High School diploma plus eight (8) years of experience in a call center environment or related experience.

Other Information:

Epic certification and/or experience preferred. Innovative and strategic management capabilities preferred. Memorial Healthcare System is a community of caregivers dedicated to delivering quality patient- and family-centered care. This passion for caring extends to our teammates, who support one another and create heartfelt connections that last a lifetime. We are one family at the heart of exceptional care. Join us as we elevate the well-being of everyone we touch. #teamMHSflorida