Quality Assurance Analyst
Webster Bank

Job Info

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Requisition #
21-1246Hours Per Week
40Location
1515 N Rivercenter Dr-WI501City
MilwaukeeState
WisconsinJob Description / Requirements

Quality Assurance Analyst

At HSA Bank, we're working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors.

Are you ready to join us?

JOB SUMMARY:Immediate opportunity for a Quality Assurance Analyst who will also support departments during Peak Season. In this role, you will be primarily responsible forthe quality monitoring and reporting of the Partner Relations and Implementation Team as well as reporting for BR and BR Leads. Qualified applicants will have proven proficiency in all major skill sets. Demonstrated self-motivation, flexibility, problem solving, decision making and leadership skills. This role works closely with Subject Matter Experts within Business Relations, Partner Relations, On-Boarding, Implementation, Quality Assurance and Leadership throughout the audit process to ensure accuracy.

RESPONSIBILITIES:

• Analyze and evaluate calls, Survey results, Salesforce cases, Ongoing Communications with assigned Employer groups and Time Tracker entries for teams within Partner Services.

• Assist in identification of opportunities and maintenance of procedures to ensure alignment with the current processes and compliance guidelines.
• Assists with identifying trends and areas of learning opportunities identified during the audit process.
• Assists in analyzing data gathered to make recommendations to supervisor on staffing, training opportunities and educational opportunities for customers.
• Promotes teamwork and a positive working environment to achieve team goals.
• Participates in team-training sessions consistent with the line of business service standards and guidelines.
• Prioritizes and performs multiple tasks at the same time.
• Models behavior consistent with company standards, policies, and procedures.
• Ability to work within multiple systems while addressing, researching, and determining a solution to resolve the customer's concerns and questions.

• Other duties as assigned by manager.

JOB SKILLS / KNOWLEDGE:

• Self-starter that demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
• Hands-on positive management style. Leads for results and success, persists despite obstacles and opposition.
• Fosters open communication. Provides timely, high quality information up and down the organization.
• Ability to demonstrate knowledge of all areas of business operations.
• Keen ability to interact with clients at all levels of the organization.
• Energetic, results-oriented professional
• Must have effective executive level communications skills.
• Experience in comprehending software functionality with minimal instruction or demonstration.

EDUCATION:

• High School Diploma/ GED required.
• Bachelor's degree preferred.

LICENSES / CERTIFICATIONS:

• NA

EXPERIENCE:

• 2+ Years of HSA Bank experience
• 4+ years CDH or benefits related experience preferred

PHYSICAL DEMANDS & WORKING CONDITIONS:

• Typical office environment/working conditions
• Ability to work within standard business hours 8:00 AM-5:00 PM Monday-Friday
• Ability to work additional hours, as needed
• Repetitive keyboard/mouse usage required
• Occasional travel to Sheboygan and/or Milwaukee locations

#LI-DW1 #ZR

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