Quality Assurance Associate, Enrollment

Accountabilities:: Conduct targeted Enrollment call audits and develop deep expertise in quality standards, member journeys, workflows, and QA rubrics. Review QA Coordinator evaluations to verify scoring accuracy, consistency, and alignment with established standards. Lead regular calibration sessions with QA Coordinators and Enrollment Team Leads, using examples and data to strengthen shared expectations. Analyze QA data using spreadsheets to identify trends, outliers, discrepancies, risks, and opportunities for improvement. Recommend and support updates to QA rubrics, processes, frameworks, tools, and workflows to improve clarity, consistency, and effectiveness. Partner with Enrollment leadership, Quality, Training, and Analytics teams to translate QA insights into meaningful coaching, training, and operational improvements. Serve as a subject matter expert on Enrollment quality and contribute to strategic quality initiatives. Support the onboarding and development of QA Coordinators and other QA team members. Train, test, and optimize an AI-powered QA platform to help ensure accurate, actionable, and reliable interaction evaluations. Contribute to a culture of excellence, empathy, accountability, and continuous improvement. Requirements 5+ years of experience in call center quality assurance, ideally within a healthcare environment. Proven experience with quality auditing, audit validation, calibration, coaching, feedback, and improving QA tools or processes. Strong understanding of auditor accuracy and consistent scoring practices across QA teams. Demonstrated ability to build repeatable, reliable, and efficient operational processes and train others to follow them. Advanced spreadsheet skills, including formulas, filters, pivot tables, data organization, trend analysis, and identification of outliers. Strong analytical skills with the ability to translate data findings into practical recommendations and improvements. Comfortable learning, testing, and working with new technology platforms, including AI-powered QA tools. Strong listening, communication, facilitation, and relationship-building skills. Ability to provide clear feedback, lead productive calibration discussions, and influence cross-functional stakeholders. Empathetic, member-focused approach with an understanding of the impact that service interactions can have on people navigating complex healthcare experiences. Proactive, action-oriented mindset with strong prioritization and problem-solving abilities. Humility, curiosity, openness to feedback, and willingness to seek diverse perspectives. Comfortable working in a fast-paced environment where priorities, processes, and business needs may evolve. Familiarity with or willingness to learn AI-powered QA platforms, video conferencing tools, Google Workspace, Slack, electronic health records, and other business applications. Must be located within the lower 48 United States due to contractual requirements related to protected health information. Benefits $31.25 per hour. Full-time, non-exempt position. Remote work within the lower 48 United States. Choice of medical, dental, and vision insurance plans. Generous vacation policy for full-time employees. Opportunity to work at the intersection of healthcare, quality assurance, analytics, and AI-powered technology. Exposure to quality strategy, process improvement, calibration, coaching, and operational analytics. Collaborative cross-functional environment with opportunities to contribute to training and continuous improvement. Inclusive workplace that values diverse perspectives and equal opportunity.