Job Description

Job Location: Georgia - Atlanta, GA 30339
Position Type: Full Time
Salary Range: $21.00 Hourly

It’s truly an exciting time to be a part of GetInsured. Our vision has always been to make finding and enrolling in health insurance simple. Currently, GetInsured has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. GetInsured builds and operates award-winning cloud-based enrollment tools that serve state based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services.
We are seeking a Quality Optimization Analyst who will be responsible for data, reporting, and analytics that support Quality Assurance and contact center performance. This role transforms quality and operational data into actionable insights that inform decision-making, improve customer experience, and strengthen quality outcomes across multiple interaction channels.
Partnering closely with Quality, Operations, Training, and Leadership teams, the Quality Optimization Analyst develops and analyzes reports, identifies trends and emerging risks, and translates complex data into clear, meaningful insights. This role plays a critical part in driving continuous improvement by ensuring leadership has accurate, timely, and relevant data to support performance optimization and strategic planning.
Key Responsibilities:
• Develop, maintain, and deliver quality and contact center performance reports, dashboards, and analytics across multiple interaction channels
• Analyze QA, operational, and customer experience data to identify trends, patterns, risks, and opportunities for improvement
• Ensure data accuracy, integrity, and consistency across reporting sources and quality metrics
• Translate complex datasets into clear, actionable insights for Quality, Operations, Training, and Leadership teams
• Support leadership reporting needs, including trend summaries, performance reviews, and executive-level insights
• Partner with Quality Assurance and cross-functional teams to define, refine, and align quality metrics and success measures
• Monitor the effectiveness of quality initiatives and process changes through ongoing data analysis
• Identify data gaps, reporting limitations, and opportunities to improve analytics capabilities
• Maintain documentation and reporting artifacts that are audit-ready and decision-ready

Qualifications and Skills
• Experience in data analysis, reporting, or analytics supporting a contact center, quality assurance, or operations function
• Strong Excel proficiency, including advanced formulas, pivot tables, data validation, and data visualization
• Experience analyzing QA, operational, or customer experience metrics to identify trends and performance drivers
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Excellent written and verbal communication skills, with the ability to present data clearly to varied audiences
• High attention to detail and commitment to data accuracy and integrity
• Experience in a contact center or regulated environment (e.g., healthcare, insurance, ACA)
• Familiarity with QA platforms, BI tools, or reporting systems (e.g., Power BI, NICE CXone)
• Experience supporting leadership reporting such as WBRs, MBRs, or executive dashboards
• Ability to quickly learn and adapt to new systems, tools, and technologies in a fast-paced environment
• Comfortable working in a remote/work-from-home environment, with the ability to manage time effectively and remain engaged and accountable
Benefits
• 401(k) matchable up to 4%
• Individuals Care Health Reimbursement Arrangement (ICHRA)
• Paid time off (PTO)
• Paid Training
• Supportive Environment
• Work From Home Opportunity