As a Senior Quality Assurance (QA) Analyst, you will perform all core Quality Assurance responsibilities of a QA Analyst while serving as a strategic thought partner to QA leadership and Operations. You will use data, trend analysis, and root cause investigation to drive measurable improvements in quality, efficiency, and patient experience.

You will also need to demonstrate a willingness and ability to execute on Junior QA Analyst duties when required. These include, but are not limited to: 

• Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
• Conduct patient interaction evaluations for Patient Services phone, chat and emails
• Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub

What You’ll Do:

Core Responsibilities (in addition to all Junior QA Analyst duties):

• Perform daily Quality Assurance evaluations across all lines of business, consistently meeting or exceeding assigned productivity and quality targets
• Conduct in-depth evaluations of patient interactions across phone, chat, and email, as well as pharmacy workflow audits (e.g., Prior Authorization processes, claims, and hub pharmacy data entry).
• Lead advanced root cause analyses to identify systemic drivers of quality defects, performance gaps, and workflow breakdowns
• Identify, track, and interpret quality trends over time; synthesize findings into clear, actionable insights for QA leadership and cross-functional stakeholders
• Use quantitative and qualitative data to tell a compelling story, connecting QA results to operational outcomes, patient experience, compliance, and training needs
• Proactively make data-backed recommendations to improve processes, scorecards, training programs, scripting, Knowledge Base articles, and quality standard
• Partner closely with Operations, Training, Product, and other stakeholders to influence change and support continuous improvement initiatives
• Serve as a subject matter expert across multiple business segments, providing guidance on complex evaluations and edge-case scenarios
• Facilitate and lead calibration sessions, ensuring scoring consistency, addressing discrepancies, and recommending refinements to scorecards or evaluation criteria
• Mentor and support junior QA analysts by sharing best practices, providing feedback, and elevating overall team capability
• Support special projects, pilots, audits, and deep-dive analyses as needed
• Remain current on all products, protocols, regulatory requirements, new clients, features, and departmental processes
• Cross-train and flex across business segments to support evolving organizational needs
• Complete other duties as assigned

A successful applicant will fit the following criteria:

• 4+ years of Quality Assurance experience in a contact center, hub pharmacy, or similar operational environment
• Experience in healthcare, insurance, pharmacy, or another highly regulated industry strongly preferred
• Demonstrated expertise in root cause analysis, trend identification, and translating data into actionable recommendations
• Strong analytical skills with experience leveraging QA data, dashboards, and reporting tools to support decision-making
• Proven ability to influence stakeholders through clear communication, storytelling, and evidence-based insights
• Consistent history of strong QA performance and credibility as a scorer and subject matter expert
• Exceptional attention to detail with the ability to zoom out and see systemic patterns
• Highly organized, process-oriented, and comfortable managing ambiguity in a fast-paced environment
• Ability to work independently, prioritize effectively, and collaborate across teams and levels
• Confident, patient, respectful, and clear communicator—both written and verbal
• Passion for problem-solving, continuous improvement, and elevating quality standards

*This position has a 3 days/week in office requirement. 

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