Customer Service Quality Assurance Analyst

Location: Miami, FL

Department: Quality Assurance

About eMed

eMed is a pioneering digital-health leader built on its Empathetic AI™ Population Health Platform. 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.

The Role

We are seeking a detail-oriented, bilingual (English/Spanish) Quality Assurance Analyst to evaluate and enhance customer interactions across phone, email, chat, and SMS. In this role, you will review interactions, deliver feedback, and ensure compliance with company standards to continuously improve eMed's patient and client experience.

What You’ll Do

1. Interaction Review & Evaluation

• Multi-Channel Auditing: Review and assess customer interactions across phone, email, chat, and SMS channels for compliance, professionalism, accuracy, and overall effectiveness.
• Standards Alignment: Align evaluations with eMed’s policies, procedures, and customer service standards, flagging deviations and escalating patterns as needed.
• Documentation: Maintain accurate, organized records of all QA reviews and findings to support trending, reporting, and audit readiness.

2. Feedback & Coaching

• Agent Feedback: Provide detailed, constructive feedback and actionable coaching to improve agent performance, communication quality, and adherence to best practices.
• Trend Identification: Identify recurring gaps in agent interactions and proactively recommend process or training improvements to resolve root causes.
• Performance Tracking: Track individual agent quality scores over time, maintaining a clear record of progress and identifying agents who may benefit from additional coaching or support.

 

3. Vendor Collaboration & Reporting

• Vendor Report Management: Track and manage accurate, up-to-date, and accessible vendor QA evaluation reports for internal stakeholders.
• Collaboration Sessions: Collaborate regularly with vendor partners to discuss QA trends, share findings, and align on improvements.

4. Continuous Improvement

• Process Enhancement: Help refine QA frameworks, rubrics, and feedback processes to maintain effectiveness as eMed’s customer experience function scales.
• Cross-Functional Input: Share QA findings with Customer Experience leadership and teams to inform training, scripting, and operational improvements.

What You Have

Required Experience:

• 1-2 years of QA, customer service, or related experience preferred; multi-channel environment familiarity (phone, email, chat, SMS) is a strong plus.
• Tools Proficiency: Proficiency in Google Docs, Google Sheets, or Microsoft Excel for documentation, reporting, and data tracking.
• B2B Healthcare Knowledge: Deep understanding of the US healthcare landscape, specifically how self-insured employers purchase health benefits.
• Bilingual: English/Spanish

Skills & Competencies:

• Listening & Attention to Detail: Exceptional listening and attention to detail to identify subtle tone, compliance, and quality issues across high interaction volumes.
• Written Communication: Excellent written and verbal communication, strong grammar, and the ability to deliver clear, specific, constructive feedback.
• Communication: Ability to translate complex data into actionable insights for C-Level executives and Board members.

Why Join eMed?

At eMed, we’re redefining how care is delivered, empowering clients and partners with technology, access, and data. You’ll join a collaborative, fast-moving team shaping the future of digital health partnerships and helping businesses make healthcare more accessible, affordable, and effective.

• 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
• Catered Breakfast and Lunch, Plus Snacks
• Wellness Resources