Senior Quality Assurance Analyst, Operations Support

Blink Health•Chesterfield, MO

About The Position

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! 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

Requirements

4+ years of Quality Assurance experience in a contact center, hub pharmacy, or similar operational environment
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

Nice To Haves

Experience in healthcare, insurance, pharmacy, or another highly regulated industry strongly preferred

Responsibilities

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