Quality Analyst

About the role

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. 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. The position is remote within the United States. The work environment requires occasional movement around the office, close vision, color vision, peripheral vision, depth perception, ability to adjust focus, ability to work across multiple time zones in a hybrid or remote setting, long periods of sitting and/or standing in front of a computer using video technology, and may require travel dependent on company needs.

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

Requirements

• 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)
• Basic proficiency in MS Excel
• Strong written and verbal communication skills
• Ability to prioritize assignments and workload effectively and efficiently
• Reliable internet connection required

Skills

• 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

Pay

The annual US base salary range for this position is $56,000 to $64,000.

Schedule

Full-time, permanent position.