QA Analyst

The QA Analyst will be responsible for the overall quality of member and provider services by auditing email and phone calls as well as investigating customer survey responses and member incidents for our call center. This entails coaching team members, making recommendations to team leaders, and tracking performance to evaluate coaching effectiveness. The QA Analyst will be tasked with developing programs to improve the member and provider experience.

What you will do...

• QA Analysts will produce monthly reports for member services leadership sharing the results of all completed evaluations. 

• Daily audits of member-facing phone and email interactions, PCA/PRT/Rx will be performed by CallMiner Automation and Quality Assurance Analysts, following the parameters presented within Progyny QA Scorecards, as well as those detailed in the Scorecard Definitions documents. 

• When assigned, the QA analysts will perform a thorough review of a member/s account, all call and email interactions as well as third party interaction such as carriers/pharmacies to identify root cause for escalation and/or the findings to disprove the initial allegation.  

• QA Analysts will evaluate a minimum of 4 calls and 3 emails interactions per PCA/PRT each month utilizing the CallMiner Coach Platform. These interactions will be selected at random for the evaluation of Accuracy and Notation. The evaluation will be completed according to the parameters of the scorecard and definitions document governing the interaction (call or email).  

• QA Analysts will evaluate a minimum of 10 calls for each of the 3 partnered Pharmacies, Freedom, Alto, and VFP each month. 

• The QA Analysts work with the CallMiner Analyst continuously to assist with validating and updating the logic in the platform. 

• The Quality Assurance team conduct bi-weekly calibration sessions with quality assurance manager, CallMiner analyst, and Member and Provider Services Leadership to ensure a mutual understanding of performance expectations, uniformity in the scoring process, and the sharing of best practices.  

• QA analyst’s evaluations/insights are regularly reviewed by management to ensure the quality of feedback being provided to the MST and partnered Pharmacies.  

• QA Analyst along with the Executive Team, to meet during Steering Committee meetings to review high level performance of team.  

• Daily communications with Call Miner Analyst to review best practices and learnings from coaching and development.  

About you…

• Bachelor’s degree or equivalent business experience required.
• Experience with Experience with InContact, NICE, Salesforce, CallMiner, Five9 of similar platforms preferred
• 1-3 years' experience in customer service and/or insurance healthcare required.
• Strong written and verbal communication skills, specifically customer facing
• Demonstrated experience in coaching and training individuals or groups required
• Ability to negotiate change across organizational and influence others
• Adept at networking and building relationships with all levels of management
• Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge
• Ability to work in a virtual team environment

To Be Eligible as an internal applicant, you must be in good standing with an overall (emails + calls) average QA score of ≥ 90%, be in good standing with your last performance review, you have been in your current position for at least twelve months, you have no current write-ups 

About Progyny:

Progyny is a transformative fertility, family building and women’s health benefits solution, trusted by the nation’s leading employers, health plans and benefits purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs. 

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits. 

Headquartered in New York City, Progyny has been recognized for its leadership and growth. Come join a company that has been recognized by CNBC Disruptor 50, Modern Healthcare’s Best Places to Work in Healthcare, Forbes’ Best Employers, Financial Times, INC. 5000, Inc Power Partners and Crain’s Fast 50 for NYC.

Our perks: 

• Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group 
• Health, dental, vision and life insurance options for employees and family 
• Free in-person, virtual and text-based mental health and wellness support
• Paid time off, including vacation, sick leave, personal days and summer flex time 
• Company equity 
• Bonus program 
• 401(k) plan with company match
• Access to on-demand legal and financial advice
• Company social events 
• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $75,000-$85,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity. 

Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to [email protected].