Customer Service Quality Assurance Analyst

eMed•Miami, FL

7d•Onsite

About The Position

Customer Service Quality Assurance Analyst Location: Miami, FL Department: Quality Assurance About eMed eMed is a pioneering digital-health leader built on its Empathetic AI™ Population Health Platform. Our primary mission is to provide large employers, state/federal governments, unions, and payers with unique healthcare solutions aimed at reducing obesity, improving employee health, and lowering company healthcare costs. Our integrated GLP-1 medication weight management program utilizes state-of-the-art at-home blood collection kits and connected clinical telehealth services to screen, onboard, and manage qualified candidates, ensuring medication adherence and effective management of side effects through continuous telehealth support. The Role We are seeking a detail-oriented, bilingual (English/Spanish) Quality Assurance Analyst to evaluate and enhance customer interactions across phone, email, chat, and SMS. In this role, you will review interactions, deliver feedback, and ensure compliance with company standards to continuously improve eMed's patient and client experience.

Requirements

1-2 years of QA, customer service, or related experience preferred; multi-channel environment familiarity (phone, email, chat, SMS) is a strong plus.
Proficiency in Google Docs, Google Sheets, or Microsoft Excel for documentation, reporting, and data tracking.
Deep understanding of the US healthcare landscape, specifically how self-insured employers purchase health benefits.
Bilingual: English/Spanish
Exceptional listening and attention to detail to identify subtle tone, compliance, and quality issues across high interaction volumes.
Excellent written and verbal communication, strong grammar, and the ability to deliver clear, specific, constructive feedback.
Ability to translate complex data into actionable insights for C-Level executives and Board members.

Responsibilities

Review and assess customer interactions across phone, email, chat, and SMS channels for compliance, professionalism, accuracy, and overall effectiveness.
Align evaluations with eMed’s policies, procedures, and customer service standards, flagging deviations and escalating patterns as needed.
Maintain accurate, organized records of all QA reviews and findings to support trending, reporting, and audit readiness.
Provide detailed, constructive feedback and actionable coaching to improve agent performance, communication quality, and adherence to best practices.
Identify recurring gaps in agent interactions and proactively recommend process or training improvements to resolve root causes.
Track individual agent quality scores over time, maintaining a clear record of progress and identifying agents who may benefit from additional coaching or support.
Track and manage accurate, up-to-date, and accessible vendor QA evaluation reports for internal stakeholders.
Collaborate regularly with vendor partners to discuss QA trends, share findings, and align on improvements.
Help refine QA frameworks, rubrics, and feedback processes to maintain effectiveness as eMed’s customer experience function scales.
Share QA findings with Customer Experience leadership and teams to inform training, scripting, and operational improvements.