Inserso's success over the years has been a direct result of its outstanding motivated employees. Inserso employees take pride in their work and enjoy seeing the positive results of their work efforts.  You will have the ability to make a difference for yourself, our customers and Inserso!  Please email, fax, or mail your cover letter and resume to:

jobs@inserso.com
703.642.6663 fax
1900 Gallows Rd, Suite 750
Vienna, VA 22182

We want to hear from candidates directly, recruiters please do not contact us.  Inserso is an Equal Opportunity Employer.

Open Positions

Job Details
ID 20541 
Title Quality Assurance Analyst 
Location San Antonio, TX 
Description

Position Description

The Quality Assurance (QA) Analyst will provide support to the Global Service Center Air Force (GSCAF) with regards to operations in San Antonio, Texas. The QA Analyst is responsible for providing quality assurance support to the Site Lead in managing, planning, and monitoring project execution for the GSCAF project. 

The QA Analyst is an autonomous entity charged with enforcement of all applicable directives at a quality level acceptable to the government customer.  The QA Analyst will devise methods for evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data.  As part of a continuous process improvement role, the QA Analyst will play a critical role in reporting deviations, tracking and reporting error trends, and monitoring the results of training and other corrective measures.

Core duties include, but are not limited to:

  • Develop and deliver program training material for future program enhancement
  • Execute and maintain automated methods for monitoring identified Key Performance Indicators (KPIs)
  • Deliver presentations related to Quality Assurance goals and results
  • Perform minor maintenance of an automated notification method for identified deficiencies
  • Work with Leadership to recommend program improvements or adjustments to project processes to improve quality of service
  • Documents and report service issues and assist in the development of correction plans
  • Monitor project performance against project and quality processes to ensure conformance
  • Interact with Team Leads and Assistant Leads to ensure that quality requirements are clearly defined, communicated, and adhered to
  • Review live and recorded calls for adherence to quality and customer service standards
  • Review and report findings for submitted customer complaints  
  • Support training and knowledge sharing efforts

Required Skills: 

  • Holds a successfully completed NACLC investigation (within the past 10 years and with no breaks in service).
  • Must be able to obtain a DoD Secret security clearance
  • 1 year of IM/IT experience in a healthcare environment
  • 1-2 years of experience in an enterprise service desk environment
  • 1 years of experience using Microsoft Access databases
  • Technical knowledge of AFMS medical applications (e.g., AHLTA, CHCS, DMLSS, SUAT)
  • Experience in developing and utilizing Microsoft Excel spreadsheets
  • Detailed knowledge of HIPAA/PII standards
  • Fundamental understanding of ITILv3-based processes
  • Will be required to obtain Security+ CE certification (or equivalent) to maintain employment

Preferred Skills:

  • 1 year of experience performing as a Quality Assurance Analyst within an enterprise service desk environment
  • Excellent written and verbal communication skills in both formal and informal formats
  • Experience creating Microsoft Power Point presentations
  • Knowledge of DoD, AF, AFMOA, MHS, and AFMS instructions governing IM/IT and Medical IM/IT
  • Fundamental understanding of service desk operations, and utilization of the Remedy IT Service Management application
 

Quality Assurance Analyst

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EEO Statement

Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.