Remote Member Care & AI Quality Analyst

Jobgether SRL; United States; Remote; USD 33,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Remote-friendly

Paid time off

Healthcare coverage

Mental health resources

Parental leave

Professional development

Inclusive culture

Job summary

Jobgether SRL, on behalf of a partner, seeks a Member Care Operations Associate in the United States. You will support daily member care operations, analyze data, conduct quality audits, monitor AI-powered voice and chat agents, and test new features to ensure quality standards.

This remote role involves cross-functional collaboration, documentation updates, and reporting to improve workflows and member journeys, with a focus on continuous improvement in a technology-driven healthcare

Qualifications

• Two years of customer service experience or equivalent.
• One year of technical experience with troubleshooting or technology-enabled workflows.
• Proficiency with Zendesk Support and Zendesk Explore, including queues and reports.
• Strong data analysis skills using Google Sheets.
• Experience using AI tools to improve a process or workflow.

Responsibilities

• Support day-to-day Member Care operations by investigating issues and coordinating improvements.
• Monitor AI-powered voice and chat interactions for quality assurance and provide actionable feedback.
• Test AI updates and member journeys, document outcomes, and flag issues.
• Assist in building no-code AI agent journeys to enhance interactions.
• Generate reports and identify trends to inform operational decisions.
• Support queue management and call monitoring with QA scorecards.
• Identify and address broken workflows and process gaps.
• Update SOPs and knowledge base articles after changes.
• Learn and navigate operational tools and coordinate with teams as needed.
• Collaborate cross-functionally to improve care processes and performance.
• Track tasks and contribute to projects improving automation and service quality.

Skills

Customer service

Technical experience

Zendesk

Data analysis

AI fluency

Quality assurance

Process documentation

Project management

Attention to detail

Communication

Problem solving

Adaptability

Remote work

Member-first

Tools

Zendesk

Google Sheets

Job description

Jobgether SRL, on behalf of a partner, seeks a Member Care Operations Associate in the United States. You will support daily member care operations, analyze data, conduct quality audits, monitor AI-powered voice and chat agents, and test new features to ensure quality standards.

This remote role involves cross-functional collaboration, documentation updates, and reporting to improve workflows and member journeys, with a focus on continuous improvement in a technology-driven healthcare