Quality Optimization Analyst

VIMO INC•Marietta, GA

4d•$21•Remote

About The Position

It’s truly an exciting time to be a part of GetInsured. Our vision has always been to make finding and enrolling in health insurance simple. Currently, GetInsured has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. GetInsured builds and operates award-winning cloud-based enrollment tools that serve state based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services. We are seeking a Quality Optimization Analyst who will be responsible for data, reporting, and analytics that support Quality Assurance and contact center performance. This role transforms quality and operational data into actionable insights that inform decision-making, improve customer experience, and strengthen quality outcomes across multiple interaction channels. Partnering closely with Quality, Operations, Training, and Leadership teams, the Quality Optimization Analyst develops and analyzes reports, identifies trends and emerging risks, and translates complex data into clear, meaningful insights. This role plays a critical part in driving continuous improvement by ensuring leadership has accurate, timely, and relevant data to support performance optimization and strategic planning.

Requirements

Experience in data analysis, reporting, or analytics supporting a contact center, quality assurance, or operations function
Strong Excel proficiency, including advanced formulas, pivot tables, data validation, and data visualization
Experience analyzing QA, operational, or customer experience metrics to identify trends and performance drivers
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
Excellent written and verbal communication skills, with the ability to present data clearly to varied audiences
High attention to detail and commitment to data accuracy and integrity
Ability to quickly learn and adapt to new systems, tools, and technologies in a fast-paced environment
Comfortable working in a remote/work-from-home environment, with the ability to manage time effectively and remain engaged and accountable

Nice To Haves

Experience in a contact center or regulated environment (e.g., healthcare, insurance, ACA)
Familiarity with QA platforms, BI tools, or reporting systems (e.g., Power BI, NICE CXone)
Experience supporting leadership reporting such as WBRs, MBRs, or executive dashboards

Responsibilities

Develop, maintain, and deliver quality and contact center performance reports, dashboards, and analytics across multiple interaction channels
Analyze QA, operational, and customer experience data to identify trends, patterns, risks, and opportunities for improvement
Ensure data accuracy, integrity, and consistency across reporting sources and quality metrics
Translate complex datasets into clear, actionable insights for Quality, Operations, Training, and Leadership teams
Support leadership reporting needs, including trend summaries, performance reviews, and executive-level insights
Partner with Quality Assurance and cross-functional teams to define, refine, and align quality metrics and success measures
Monitor the effectiveness of quality initiatives and process changes through ongoing data analysis
Identify data gaps, reporting limitations, and opportunities to improve analytics capabilities
Maintain documentation and reporting artifacts that are audit-ready and decision-ready