Quality Assurance Associate, Enrollment
Core
Conduct enrollment call audits, validate QA evaluations, lead calibration sessions, and analyze data to improve quality standards and workflows for prospective healthcare members.
Role type
Senior IC Quality Assurance Associate (Enrollment)
Builds
Quality assurance processes, calibration frameworks, and AI-powered QA platform optimizations
Domain
Healthcare enrollment and quality assurance
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Call center quality auditing, audit validation, calibration leadership, data trend analysis, process improvement, AI tool testing, spreadsheet analysis, cross-functional collaboration
Preferred skills
Healthcare environment experience, coaching and feedback delivery, stakeholder influence, empathy in member interactions
Technologies
AI-powered QA platforms, spreadsheets, video conferencing tools, Google Workspace, Slack, electronic health records
Responsibilities
Conduct targeted enrollment call audits and develop expertise in quality standards and workflows. Review QA Coordinator evaluations to verify scoring accuracy and consistency. Lead regular calibration sessions to strengthen shared expectations. Analyze QA data to identify trends, outliers, and opportunities for improvement. Recommend updates to QA rubrics, processes, and workflows. Partner with leadership teams to translate insights into coaching and operational improvements. Support the onboarding and development of QA Coordinators. Train and optimize an AI-powered QA platform.
Seniority
Senior, hands-on IC