Remote Quality Analyst, Call Center Excellence

F-Prime Capital; United States; On-site; USD 56,000 - 64,000; Full time

Job summary

HealthEdge, a cloud-based health insurance technology provider, seeks a Quality Analyst to monitor and score call center interactions, ensuring KPIs and SLAs are met. You will partner with leadership and training to drive quality improvements and maintain audit-ready records. Remote US-based role with responsibilities across multiple time zones.

You will evaluate calls, provide feedback, and help identify training opportunities to boost overall service quality and compliance.

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

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

Job description

HealthEdge, a cloud-based health insurance technology provider, seeks a Quality Analyst to monitor and score call center interactions, ensuring KPIs and SLAs are met. You will partner with leadership and training to drive quality improvements and maintain audit-ready records. Remote US-based role with responsibilities across multiple time zones.

You will evaluate calls, provide feedback, and help identify training opportunities to boost overall service quality and compliance.