Quality Assurance Analyst

Job Title: QA Analyst                    

Exempt Status: Exempt

Division: MRR  

Reports to: Manager, Quality Assurance

Location: Tampa

Episource, with over 3000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.

Job Summary:

Episource Quality Assurance Analyst will be responsible to produce reports that advise strategic and operational process improvement updates. The QA Analyst will gather, review, and study call center data and create and/or run custom reports that track call center productivity and quality, opportunities, process improvement outcomes, and ensure industry standard compliance measures. The QA Analyst will collaborate with Operations and QA management in making process improvement enhancements.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

  • Identify and monitor data that supports operational development
  • Produces daily, weekly, and monthly reports on collected data
  • Identify and analyze department Areas for Improvement (AFI’s) and collaborate with stake holders to prioritize and facilitate process improvements
  • Collaborate with management to establish data collection guidelines for internal review
  • Apply statistical methodology to highlight areas for operational enhancements and make suggestions for streamlining processes.
  • Required to travel to the different national and international operational sites collecting data and making process improvements suggestions for the organization
  • Conduct time study reviews and analyze Operational and Quality productivity.
  • Compile and analyze quality assurance scores and provide suggestions for improvement in the quality system.
  • Identify training needs and organize training interventions for the call center teams
  • Supports in establishing and developing operational, quality, and training guidelines for new pilot projects
  • Test new console and tool developments to ensure operational success
  • Document and report process developments
  • May be assigned other duties
  • Must maintain compliance with HIPPA rules and regulations and all other company policies and procedures

Education / Requirements:

  • Two years of healthcare experience required
  • Bachelor’s degree in a related discipline preferred
  • Knowledge of industry standards and practices.
  • Excellent verbal, written and presentation communication skills, including ability to effectively communicate with internal and external customers.
  • Proven working experience as an analyst with call center experience preferred
  • Strong analytical skills with the ability to gather, organize, and analyze significant amount of data with attention to detail and accuracy
  • Advance in Microsoft and Visio
  • Detail oriented
  • Experience working with individuals from diverse backgrounds
  • Ability to prioritize and time management effectively
  • Professional telephone manner, with ability to multi-task in a fast pace environment


  • While performing the duties of this job, the employee is frequently required to stand, walk and sit.
  • The employee must occasionally lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include color vision.
  • Must be able to talk, listen, speak and view material on computer screen.


Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.