QA Analyst, Member Services

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).

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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 team to resolve.