Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • Join Evry Health, a forward-thinking health insurance innovator dedicated to bringing humanity back to healthcare, as our Customer Support Quality Assurance Analyst. This is a unique opportunity to shape and elevate the quality of our member and provider interactions in a fully remote capacity. You will be instrumental in ensuring our customer support operations not only meet but consistently exceed the high standards we've set for white-glove service.
- • As a Customer Support QA Analyst, your primary responsibility will be to conduct rigorous and comprehensive quality audits across a diverse range of customer support channels, including complex phone calls and detailed email correspondence. This involves meticulously reviewing interactions to identify areas of excellence, pinpoint opportunities for improvement, and ensure adherence to Evry Health's established service protocols and brand voice.
- • You will play a critical role in maintaining and enhancing the exceptional customer experience that is at the core of Evry Health's mission. This means diving deep into the nuances of each interaction, assessing clarity, accuracy, empathy, and efficiency in how our support team addresses member and provider inquiries and concerns.
- • Your work will directly impact our ability to deliver on our promise of expanding benefits, increasing access and transparency, and providing a personalized, human approach to health insurance. By identifying trends and patterns in support interactions, you will provide actionable insights that drive training, process refinement, and strategic decision-making.
- • This role requires an individual with an exceptionally keen eye for detail, capable of spotting subtle inconsistencies or areas where service could be enhanced. You must possess strong communication skills, both written and verbal, to effectively articulate findings, provide constructive feedback, and collaborate with various stakeholders.
- • If you thrive on solving problems, enjoy dissecting complex issues, and are passionate about ensuring a superior customer experience, this role is an ideal fit. You will be empowered to contribute meaningfully to the continuous improvement of our customer support function.
- • The Customer Support QA Analyst will report directly to the Customer Service Manager and will also work closely with the VP of Operations, providing them with critical data and insights. This collaborative environment means you should be comfortable engaging with senior leadership on a daily basis, presenting your findings, and contributing to strategic discussions.
- • Your responsibilities will extend beyond simple auditing. You will be expected to develop and refine QA scorecards and methodologies, ensuring they accurately reflect our quality standards and evolving business needs. This includes staying abreast of industry best practices in customer service quality assurance.
- • You will actively participate in calibration sessions with the customer support team and management to ensure consistent understanding and application of quality standards. This involves facilitating discussions, sharing best practices, and reinforcing training objectives.
- • Analyzing QA data to identify root causes of quality issues and recommending targeted interventions, such as additional training modules, process adjustments, or system enhancements, will be a key part of your role.
- • You will contribute to the development and delivery of training materials and feedback sessions for the customer support team, focusing on areas identified through your QA reviews.
- • Proactively identify opportunities to improve the member and provider experience by analyzing feedback, support metrics, and QA findings.
- • Collaborate with cross-functional teams, including operations, product, and training, to ensure a cohesive and high-quality customer journey.
- • Maintain a deep understanding of Evry Health's products, services, and policies to accurately assess the quality of support interactions.
- • Champion the Evry Health mission of bringing humanity to health insurance by ensuring every interaction reflects our values of empathy, transparency, and exceptional service.
- • This is a pivotal role within Evry Health, offering the chance to make a tangible difference in how we serve our members and providers, contributing directly to our growth and reputation as a leader in health insurance.
🎯 Requirements
- • Proven experience in a Quality Assurance role, preferably within a customer support or contact center environment, with a strong understanding of QA methodologies and best practices.
- • Exceptional attention to detail, with the ability to meticulously review and analyze customer interactions (calls, emails, chats) for accuracy, completeness, compliance, and adherence to service standards.
- • Excellent written and verbal communication skills, with the ability to provide clear, concise, and constructive feedback to individuals and teams.
- • Strong analytical and problem-solving skills, with the capacity to identify trends, root causes, and recommend effective solutions.
- • Proficiency in using quality assurance tools and software, as well as standard office productivity suites (e.g., Microsoft Office, Google Workspace).
- • Ability to work independently in a remote setting, manage time effectively, and meet deadlines consistently.
🏖️ Benefits
- • Fully remote work environment, offering flexibility and work-life balance.
- • Opportunity to be a key player in a mission-driven company focused on improving healthcare.
- • Competitive salary and benefits package.
- • Professional development and growth opportunities within a rapidly expanding organization.
- • Collaborative and supportive team culture.
Skills & Technologies
Remote
About Evry Health, Inc.
Evry Health is a healthcare company focused on providing accessible and affordable primary care services. They aim to simplify the healthcare experience through a membership-based model that offers transparent pricing and comprehensive care. Their services include in-person visits, telehealth, and proactive health management, designed to address the needs of individuals and families. Evry Health emphasizes building strong patient-provider relationships and leveraging technology to enhance care delivery. The company's mission is to make quality healthcare more convenient and cost-effective, empowering individuals to take control of their well-being. They serve a diverse patient population, striving to improve health outcomes and reduce healthcare burdens.
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