About Us: 

VIVIO Health is a leading provider of innovative healthcare solutions, dedicated to enhancing the well-being of our members. Our mission is to revolutionize the healthcare experience by offering personalized, accessible, and high-quality care. 

Position Overview: 

We are seeking a meticulous and detail-oriented Quality Assurance Analyst to join our call center team. The Quality Assurance Analyst will play a crucial role in ensuring that our inbound and outbound calls meet the highest standards of quality and compliance. This role requires a keen eye for detail, exceptional communication skills, and a commitment to delivering an outstanding customer experience. 

Join us in our mission to transform healthcare and make a meaningful impact on the lives of our members. If you are passionate about quality assurance and customer satisfaction, we want to hear from you! Apply now to join the VIVIO team. 

• Monitor inbound and outbound calls to assess quality and adherence to company policies and procedures. 
• Conduct thorough evaluations of call interactions, identifying areas for improvement and providing constructive feedback to agents. 
• Develop and maintain quality assurance standards and protocols for call center operations. 
• Assist with identifying, documenting, and tracking defects within the system from a member standpoint and recommending changes or updates to enhance service levels.  
• Collaborate with supervisors and team leaders to implement quality improvement initiatives and training programs. 
• Perform diverse testing types, encompassing performance evaluations and technical updates, particularly during technological deployments. 
• Generate reports and analytics to track performance metrics and trends, identifying opportunities for enhancement. 
• Stay updated on industry regulations and best practices to ensure compliance and quality assurance. 
• Ensure compliance with regulatory requirements and industry standards. 
• Participate in training,onboarding and scheduling refresher sessions for the member experience team. 
• Serve as a subject matter expert on quality assurance practices and procedures within the team. 

• A minimum of 3 years of prior Quality Assurance experience, ideally within a corporate setting. Call Center experience is a plus. 
• Possess strong analytical skills, with the ability to effectively evaluate alternatives and identify optimal solutions to complex problems. 
• Excellent communication and interpersonal skills. 
• Possesses an analytical mindset adept at recognizing patterns, trends, and proficiently solving problems. 
• Proven experience in quality assurance or call center operations. 
• Knowledge of the healthcare industry regulations and compliance standards is a plus. 
• Ability to multitask and prioritize in a fast-paced environment. 
• Team player with a positive attitude and willingness to collaborate. 
• Proficiency in Microsoft Office Suite and quality assurance software. 
• High level of integrity and ethical conduct. 
• Continuous. improvement mindset, always seeking ways to optimize processes and enhance performance

• Base pay $22/hour 
• Full time
• Bonus Eligible 
• Health Benefits  
• PTO  
• 401 K  
• Opportunity to work for a growing and innovative company.   
• Dynamic and collaborative work environment.   
• The chance to make a real impact with a Public Benefit Corporation.

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law. All your information will be kept confidential according to EEO guidelines.