Quality Analyst

Overview:

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

At HealthEdge, you will join a fast-paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plan customers and their members. By creating a modern, cloud-based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently. Through member and provider touchpoints with less friction, we have created real impact for members.

HealthEdge is run by leaders with strong health plan and technology backgrounds who have start-up mindsets and an environment of support where individual growth is nurtured. You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, and break down operational barriers to scale and drive strategic growth.

As a Call Center Quality Analyst:

The Quality Analyst is responsible for monitoring and evaluating call center agent interactions to ensure compliance with contractual KPIs, CPIs, and SLAs. This role partners with leadership and training teams to drive quality improvement, coach agents, and maintain accurate audit documentation to support internal and client audit requirements.

Key Responsibilities

• Conduct silent monitoring and scoring of call samples for Call Center agents
• Provide scorecard feedback to agents and coach them to increase quality awareness
• Partner with the leadership team and trainers to identify training opportunities
• Measure operational compliance with all identified contractual KPIs, CPIs, and SLAs
• Track audit results from multiple sources, present trends and suggestions for improvement opportunities
• Maintain accurate, traceable audit records and artifacts, ensuring readiness for internal and external agency/customer audits
• Log into the phone system monthly as an agent to receive and handle client calls
• Perform additional duties as needed to support team and business goals

Qualifications

• 3–5 years of experience in Health Care Call Center/Customer Service
• High school diploma required; bachelor's degree preferred
• Experience with Genesys and Microsoft Office products
• Intermediate proficiency in Word (headers/footers, page formatting, templates, step numbering) and PowerPoint
• Basic proficiency in MS Excel
• Strong written and verbal communication skills
• Ability to prioritize assignments and workload effectively and efficiently
• Reliable internet connection required

What We Value

• Ability to adapt quickly in a fast-paced environment; self-starter and quick learner
• Strong team player with collaborative mindset
• Attention to detail and strong problem-solving skills

Geographic Responsibility:  Remote, US

Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

#LI-Remote 

**The annual US base salary range for this position is $56,000 to $64,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.