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Process & Quality Analyst


  • Lead process documentation (narrative and process maps) initiatives in the Health Care Resolution (HCR) business unit and assess how those initiatives integrate with other GRG business functions.
  • Develop Quality Checklists where needed within the HCR processes.
  • Develop an ongoing audit program and sampling process to ensure adherence to quality processes.
  • Responsible for implementation and ongoing controls and measurements of all HCR processes.
  • Responsible for all aspects of Quality pertaining to HCR including overseeing the immediate resolution of issues and concerns raised by the client and the communication associated with any quality failure.
  • Key member of Defect Management Team to address, resolve and champion remediation of defects within HCR including root cause analysis, monitoring and follow up steps necessary to ensure compliance.
  • Establishes and implements standard procedures for site operations; develops process improvements and identifies opportunity for service enhancements. Oversight of Best Practices, including but not limited to service guides, training, and communication.
  • Actively identify, implement and manage execution of remedial or improvement process and quality changes resulting from defect root cause analysis.
  • Reporting on weekly errors and issues, coordinating with other departments to prepare and analyze weekly quality report.
  • All other duties, as assigned.

Core Competencies:

  • Customer Focus – Provides internal and external customer satisfaction.
  • Communication – Provides and receives information in a manner that engages others.
  • Accountability – Takes personal accountability for actions.
  • Adaptability – Is open to change and readily accepts it.
  • Teamwork & Collaboration – Relates to others in an appropriate and informative manner.
  • Integrity – Engender trust at all levels.


  • Bachelor’s degree in a related field.
  • 5+ yrs industry experience.
  • Experience with process improvement and development
  • Quality improvement experience
  • Ability to work well with others and facilitate organizational change.
  • Ability to respond quickly with urgency and professionalism to all levels of the organization/client.
  • Attention to detail.
  • Proficient in Microsoft Office products, particularly Word, Excel, and Visio.  Proficient in SharePoint.
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