Quality Analyst

Overview
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 tech