Quality Assurance & Control Analyst (for Customer Support)

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Quality Assurance & Control Analyst (for Customer Support) will establish and manage a scalable Quality Assurance program for our Customer Operations and Support teams. This role will evaluate support interactions, implement structured QA processes, and drive continuous improvement in our customer support experience.

The QA Analyst will develop a peer review system, leverage automation tools, and partner with leadership to ensure high-quality support delivery.

Essential Duties and Responsibilities

Quality Assurance Program Development

• Work with the support teams to design and implement a scalable QA framework that ensures consistent support quality and customer experience.
• Develop QA scorecards to assess technical accuracy, resolution efficiency, and customer interaction quality.
• Establish case sampling strategies, prioritizing random reviews, escalations, and new hire evaluations.
• Introduce and manage a peer review QA program to scale evaluations across the team.

Quality Auditing & Performance Insights

• Conduct weekly/monthly case evaluations across support channels (tickets, calls, chats).
• Analyze support trends to identify coaching opportunities and process gaps.
• Maintain QA dashboards with performance insights for leadership review.

Coaching & Continuous Improvement

• Provide structured feedback to support agents and work with team leads on coaching plans.
• Partner with Operations & Knowledge Management team to refine SOPs and agent training programs based on QA findings.
• Drive QA calibration sessions to ensure consistent quality assessment across the team.
• Work with Customer Operations leadership to define team-wide quality goals and improvement strategies.

Process Optimization & Tools

• Recommend tools and automation solutions to enhance QA efficiency.
• Continuously refine QA workflows, scorecards, and training documentation based on evolving team needs.

Supervisory Responsibilities

No

Qualifications Expected

• + 4 years of experience in QA or Support Operations within a customer support, technical support, or service desk environment.
• Strong analytical skills – ability to assess support cases, identify trends, and recommend improvements.
• Strong understanding of Contact Center statistical analysis and reporting.
• Experience with QA frameworks, scorecards, and coaching processes in a support team.
• Familiarity with ticketing systems (e.g., Jira, Salesforce) and QA tools.
• Ability to balance auditing, coaching, and process development in a fast-paced environment.
• Excellent communication skills (English) – comfortable providing structured feedback to agents and leadership.

Qualifications Preferred

• Bachelor's degree or equivalent combination of education and experience.
• Knowledge of medical terminology including HIPAA Compliance
• Knowledge of health care field
• Experience with AI-driven support analytics, sentiment analysis, or ticket automation
• Familiarity with customer satisfaction (CSAT), Net Promoter Score (NPS), and support KPIs.

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Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  
Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 
Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  
Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.