QA Analyst, Member Services

What you'll do:

• Create and build the framework of the QA team to measure Build agent compliance and service excellence within a high-growth, tech-enabled healthcare environment
• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
• Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
• Organize and support calibration sessions with Operational leaders to ensure a unified vision of "quality" and facilitate the closing of feedback loops.
• Identify trends in member friction points—whether it’s scheduling delays or insurance hurdles—and collaborate with relevant cross-functional teams to resolve.

About you:

• 3+ years in call center quality/compliance roles, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
• Proven track record of high-volume quality audits and navigating complex regulatory landscapes
• Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
• Comfortable operating in ambiguity and helping build scalable processes within a high-growth startup environment.
• Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).