Quality Assurance Analyst

Job Summary

To support and enhance member experience, the remote Quality Assurance Analyst will drive performance and compliance standards within the Member Services organization by auditing interactions and ensuring adherence to regulatory and operational excellence.

Key responsibilities

• Create and establish the QA framework to measure agent compliance and service quality
• Ensure adherence to clinical protocols, insurance verification accuracy, and HIPAA standards during member interactions
• Identify trends in member friction points and collaborate with cross-functional teams to resolve issues

Required qualifications

• 3+ years in call center quality/compliance roles, preferably in Digital Health or Health Insurance
• Experience conducting high-volume quality audits and navigating regulatory landscapes
• Proficiency in analyzing metrics and quality data for operational improvements
• Comfortable operating in ambiguity and building scalable processes in a startup environment
• Familiarity with modern QA platforms and CRM systems such as Salesforce or Zendesk