Quality Analyst, Call Center

Location: Hybrid role based in the Boise, ID; Chesterfield/St. Louis, MO; or Pittsburgh, PA offices, with 3 days in office and 2 days at home. Monday–Friday shifts start between 7:30 and 9:00 a.m.

Company

Healthcare technology company developing digital prescription products that improve medication access, affordability, delivery, and patient support.

What you will do

• Perform daily quality assurance evaluations across all business lines and meet assigned productivity targets.
• Evaluate patient interactions across phone, chat, and email.
• Audit pharmacy workflows, including prior authorization adherence and hub data entry.
• Identify quality trends, knowledge gaps, and opportunities to improve protocols, scripts, training, and knowledge-base content.
• Participate in calibration sessions and serve as a subject matter expert for assigned business segments.
• Cross-train across business segments and collaborate with agents, leaders, and other QA analysts.

Requirements

• At least 2 years of quality assurance experience in a contact center or hub pharmacy environment.
• Strong performance history and QA scores.
• Attention to detail, precision, analytical thinking, and process orientation.
• Ability to work independently and collaboratively in a fast-paced environment.
• Confident, patient, respectful, and clear communication skills.
• Problem-solving and troubleshooting skills.

Nice to have

• Experience in healthcare, insurance, or another highly regulated industry.

Culture & Benefits

• Hybrid schedule with three office days and two work-from-home days.
• Collaborative, cross-functional environment focused on continuous learning and operational improvement.
• Opportunity to improve access to affordable prescriptions and patient healthcare outcomes.
• Equal opportunity workplace that values diversity.