We are seeking a detail-oriented Quality Assurance Analyst to evaluate and enhance customer
interactions across multiple communication channels, including phone calls, emails, chats, and
SMS. In this role, you are responsible for reviewing interactions, providing feedback, and
ensuring compliance with company standards and best practices. The ideal candidate has strong
analytical skills, excellent grammar, and keen listening abilities to help drive continuous
improvement in customer experience.
Key Responsibilities:
- Review and assess customer interactions (phone, email, chat, and SMS) for compliance,professionalism, and effectiveness.
- Provide detailed feedback and coaching points to improve agent performance.
- Track and manage vendor reports related to QA evaluations.
- Participate in collaboration sessions with vendors to discuss trends, findings, and improvement opportunities.
- Identify recurring issues and recommend process enhancements.
- Ensure all evaluations align with company policies, procedures, and customer service standards.
- Maintain accurate documentation of QA reviews and findings.
Qualifications & Skills:
- Strong listening skills with attention to detail.
- Excellent written and verbal communication skills, including proper grammar usage.
- Ability to analyze and interpret performance data.
- Prior experience in quality assurance, customer service, or a related field preferred.
- Proficiency in using Google Docs or Excel is a plus.
- Strong organizational and time management skills.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k with Company Match)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Wellness Resources
What We Do
eMed is a pioneering healthcare technology platform company revolutionizing at-home and virtual diagnostics with its innovative 24/7 “Test to Treat” solutions and AI-based technologies. 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. Capitalizing on our proprietary platform and preferred telehealth partner status with the NIH (US) and NHS (UK), eMed is expanding its digital-first primary care service (UK) and developing a chronic care management service starting with medical weight management. Visit eMed.com for more information.
Why Work With Us
eMed is a collaborative, fast-paced, innovative, industry-shaping, start-up culture that ensures our world-class team members have the opportunity to work on meaningful projects, democratize and disrupt healthcare, and positively impact our millions of customers. As they do so, they have extensive learning, development, and growth opportunities.
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