Senior Customer Experience Quality Analyst – Call Center CSAT & Process Optimization at brighthush

About brighthush

brighthush is a trailblazer in the consumer health technology space, redefining how people monitor and manage their well‑being. With a legacy of pioneering continuous glucose monitoring (CGM) solutions, we are now expanding our horizon to empower individuals across a spectrum of health challenges. Our mission is simple yet profound: to unlock actionable insights that transform lives worldwide. At brighthush, we blend cutting‑edge biosensing technology with data‑driven analytics, creating personalized experiences that put patients at the center of their health journeys.

Why Join brighthush?

When you become part of brighthush, you join a community of passionate, resilient, and forward‑thinking professionals. We celebrate curiosity, champion innovation, and reward integrity. Our culture is built on:

• Impact‑oriented work: Every call you evaluate helps shape the next generation of health solutions.
• Continuous learning: Access to in‑house training, mentorship, and tuition reimbursement.
• Diverse, inclusive environment: We value perspectives from all walks of life and strive for equity in every decision.
• Work‑life harmony: Flexible remote options, hybrid schedules, and generous time‑off policies.

Key Responsibilities

As a Senior Customer Experience Quality Analyst, you will be the guardian of our service excellence. Your day‑to‑day activities will include:

• Listening to, scoring, and providing actionable feedback on live and recorded agent interactions against brighthush’s rigorous quality standards.
• Identifying gaps in procedure adherence and recommending process improvements that elevate customer satisfaction.
• Managing a high‑volume workload while meeting strict deadlines and maintaining meticulous documentation.
• Facilitating calibration sessions for internal and external QA teams, ensuring consistent scoring and alignment across the organization.
• Collaborating with supervisors to support new hire training, performance coaching, and continuous improvement initiatives.
• Analyzing CSAT data, generating insights, and presenting findings to senior leadership to influence strategic decisions.
• Ensuring compliance with all reporting and communication requirements, and maintaining a culture of transparency and accountability.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Minimum of 6 months as an inbound call‑center customer service representative.
• Strong analytical mindset with proven problem‑solving skills.
• Excellent verbal and written communication abilities.
• Demonstrated ability to assess individual and team performance.
• Exceptional interpersonal skills and the capacity to work collaboratively across functions.
• Time‑management prowess and the ability to juggle multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience in a quality assurance or customer experience role within a call‑center environment.
• Knowledge of CSAT, NPS, or other customer satisfaction metrics.
• Familiarity with call‑center software (e.g., Genesys, Five9, or similar platforms).
• Experience leading or participating in calibration sessions and training workshops.
• Project management experience, including the ability to drive initiatives from conception to completion.
• Background in the health technology or medical device industry.

Core Skills & Competencies

• Customer‑centric mindset: Passion for delivering exceptional service and a deep empathy for end‑users.
• Data‑driven decision making: Ability to translate metrics into actionable insights.
• Process improvement: Track record of identifying inefficiencies and implementing scalable solutions.
• Collaboration & influence: Skilled at building relationships across teams and influencing change.
• Adaptability: Comfortable navigating evolving priorities and technologies.
• Attention to detail: Precision in scoring and documentation to uphold quality standards.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the industry we serve. We offer:

• Clear promotion pathways from Quality Analyst to Lead Analyst, Manager, and beyond.
• Access to leadership development programs and cross‑functional projects.
• Mentorship from senior leaders who are committed to your professional growth.
• Opportunities to contribute to product development, data science, and strategic initiatives.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑office hubs. You will enjoy:

• Fully equipped home office stipend.
• Regular virtual town halls and quarterly in‑person retreats.
• Inclusive employee resource groups and community outreach programs.
• Health & wellness benefits, including gym memberships and mental health support.
• Annual company‑wide hackathon to spark innovation and cross‑team collaboration.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $56,200 – $93,600, commensurate with experience.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match.
• Paid time off, parental leave, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and equity options for eligible roles.

Travel & Remote Work

Travel requirement: 5–15% of the time, primarily for calibration sessions and team meetings.

Remote work: You can work from anywhere; we do not require proximity to a brighthush site. If you live within 75 miles of a brighthush location, a hybrid schedule may be available. Inquire about our Flex workplace option.

How to Apply

Ready to make a tangible impact on global health? Submit your application through our careers portal or click the link below. We look forward to learning how your expertise can help us elevate the customer experience to new heights.

Apply to this role at brighthush

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or disability status.