Senior Quality Assurance Analyst - Argentina

Summary of Position

The Senior Quality Assurance Analyst is responsible for providing oversight and ensuring teams meet or exceed the quality standards established by Teladoc Health, enabling successful client onboarding and client lifecycle change management initiatives.   

As a member of the Quality Assurance team, the Senior Quality Assurance Analyst ensures processes are clearly understood, thoroughly documented, and consistently executed in alignment with established policies.  This position also plays a key role in sustaining and enhancing quality initiatives that support Teladoc Health’s governance programs.

The ideal candidate will develop and implement processes and procedures that promote accountability, safeguard data integrity, and uphold service standards, enabling cross-functional teams to deliver successful outcomes for clients and their members.  The department relies on the impact monitoring and performance metrics produced by this role to increase efficiency, maintain quality, and support employee development.  This position is instrumental in advancing teams, departmental, and organizational performance goals. 

The selected candidate will demonstrate exceptional organizational and time management skills, strong leadership abilities, and the confidence to hold peers at all levels accountable.  This role requires advanced strategic thinking and communication skills, the ability to excel in a fast-paced evolving environment, and a commitment to delivering exceptional service across the organization.

Motivation to grow within a department and contribute to organizational success is essential.    Initiative, integrity, and confidence are key attributes.  In addition to maintaining current QA processes, this individual will develop and scale new ones, driving continuous improvement.  The role includes recommending and implementing enhancements to standard operating procedures to elevate the overall client experience.  This role will also serve as capacity overflow for the entire Client Operations & Solutions department.

This role will place increased emphasis on governance and quality oversight for key initiatives, ensuring support, implementation, and delivery functions operate effectively and consistently.

Essential Duties and Responsibilities

Quality Assurance Execution

• Draft, define, and implement quality assurance procedures to support Teladoc Health.

• Evaluate adequacy of existing quality assurance standards.

• Execute quality assurance reviews for client onboarding and client lifecycle change activities using established standards, tools, and scoring methodologies.

• Validate that work performed by Client Solutions teams aligns with documented procedures, service standards, and quality expectations.

• Evaluate completed work for accuracy, completeness, and compliance; document   findings and quality outcomes.

• Review activities associated with the delivery of implementation and client lifecycle changes for both pre/post Go Live.

• Accountable to perform root cause analysis for escalated issues

Compliance & Data Protection

• Ensure and confirm that PHI and PII are handled in accordance with policy, including validation that access does not occur outside of the domestic United States; escalate concerns per established procedures.

• Support ongoing compliance with quality and industry regulatory requirements by participating in audits and maintaining required documentation.
   

Data Integrity & Reporting

• Review data inputs related to implementation, delivery schedules, and proof of delivery to confirm accuracy and reliability.

• Record, prepare, and report quality data to communicate outcomes of quality activities to Client Operations & Solutions leadership.

• Analyze quality results to identify trends, recurring issues, and opportunities for improvement in service delivery and internal documentation.
   

Continuous Improvement Support

• Review data to identify areas for improvement in the level of service provided to our clients and their members.

• Contribute to corrective and preventive actions by documenting findings, supporting root cause analysis, and tracking follow-up actions.

• Provide feedback and recommendations for incremental improvements to standard operating procedures and reference materials.
   

Cross Functional Collaboration

• Support escalation management by gathering facts, documenting quality impacts, and routing issues appropriately.

• Record, prepare and report quality data to communicate outcomes of quality activities

• May assist in the execution of client onboarding or lifecycle change processing when cross-functional teams are over capacity.
   

Training & Enablement

• Identify recurring quality gaps and contribute to training needs identification.

• Support organization of training and maintenance of quality documentation to ensure standards are consistently met.

• Evaluate audit findings and implement appropriate corrective/preventative actions

Additional Responsibilities

• Monitor client feedback, inclusive of support for survey governance, reporting, and maintenance.

• Adhere to all company policies, procedures, and business code of ethics.

• Review data integrity

• Other duties as assigned.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s Degree or equivalent experience.

• 5+ years Quality Assurance or equivalent operational quality experience.

• 3+ years SaaS, ISO, or other auditing experience.

• 5+ years healthcare industry experience, with knowledge of HIPAA standards.

• Excellent written and verbal communication skills.

• Strong organizational, time management, and prioritization skills.

• Ability to work independently and collaboratively in a team environment with willingness to lead as business needs dictate.

• Demonstrated initiative, accountability, and follow through.

• Working knowledge of troubleshooting, triage, and escalation processes.

• Adherence to Service Level Agreements and quality standards.

• Ability to work outside standard business hours when needed to support client onboarding activities.

Technical Skills (Desired)

• Working proficiency in Salesforce, Confluence/JIRA, MS Office Suite, Power BI, Workfront, and Tableau.