Quality Auditor

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 detail-oriented Quality Auditor to support the consistency, compliance, and effectiveness of quality standards within a contact center environment. This role focuses on evaluating contact center processes, workflows, scripts, and documentation to ensure alignment with organizational policies, regulatory requirements, and established quality expectations. The Quality Auditor identifies procedural gaps, operational risks, and systemic issues through evidence-based analysis and supports continuous improvement across customer service operations.

In this role, the Quality Auditor prepares clear, audit-ready findings, collaborates with quality and cross-functional partners to strengthen quality standards, and contributes to preventive risk mitigation by monitoring trends and customer feedback. This position is ideal for a highly analytical, process-driven professional who values accuracy, consistency, and compliance and is committed to maintaining high standards of quality in a contact center setting.

Key Responsibilities:

• Evaluate contact center processes, workflows, scripts, tools, and quality standards to ensure alignment with organizational policies, regulatory requirements, and defined quality expectations

• Validate adherence to established quality assurance policies, procedures, and documentation standards across operations

• Identify procedural gaps, quality risks, and systemic issues impacting service delivery, compliance, or customer experience

• Analyze qualitative and quantitative data to identify recurring patterns, trends, and emerging risks over time

• Prepare clear, evidence-based, audit-ready reports that summarize findings, assess impact, and recommend corrective or preventive actions

• Escalate quality, compliance, or operational risks to Quality Assurance leadership with appropriate supporting documentation

• Collaborate with Quality, Operations, Training, and other cross-functional partners to support continuous improvement initiatives

• Contribute to the development, refinement, and alignment of quality standards, workflows, scripts, and supporting resources