Job Title: Senior Quality Assurance Analyst
Department: Client Success
Reports To: Director, Operational Excellence
Location: Any location, remote -- Plano, TX - Columbia, SC - Indianapolis, IN - New Orleans, LA
Job SummaryThe Senior Quality Assurance Analyst designs and executes quality audits that go beyond catching individual errors, identifying the systemic patterns that prevent Selerix from consistently delivering an excellent client experience. This role conducts complex quality audits across multiple Client Success delivery families, designs audit approaches for new scope areas, and contributes to the QA function's methodology and standards.
This is a recognized quality expert role within the organization. Delivery family leaders engage this role proactively, consulting on what good looks like rather than simply being informed when a standard isn't being met. The Senior QA Analyst has visibility across the full Client Success delivery landscape, allowing them to connect findings in one family to root causes that live upstream, in process design, onboarding, tooling, or the handshake between functions. Findings from this role reach delivery managers, Operational Excellence leadership, and, where patterns are significant, operational VPs.
Key Responsibilities- Design audit approaches for new work types or delivery families coming into scope, defining what good looks like and piloting methodology before broader application.
- Execute complex audits across multiple delivery families with full independence, handling ambiguous quality scenarios with sound judgment.
- Conduct audits of high-risk or escalated client interactions and delivery outputs where findings may reach Operational Excellence leadership or operational VPs.
- Analyze audit findings across delivery families over time to identify systemic quality patterns that cannot be addressed within a single team or function.
- Produce trend analysis reports for the Director, Operational Excellence, connecting quality trends to business outcomes such as client escalations, retention, and onboarding quality.
- Distinguish quality issues that require a delivery family intervention from those that require a cross-functional process change or a platform or tooling fix.
- Partner with Training and Enablement on the full identify-enable-measure cycle, from findings to learning design to impact measurement.
- Produce improvement recommendations for delivery family process gaps and track adoption and measurable impact.
- Engage delivery family leaders proactively on quality trends, positioning QA as a resource for continuous improvement.
- Contribute to the development and maintenance of the QA function's audit methodology, identifying gaps and proposing updates.
- Provide calibration input on complex or ambiguous quality scenarios to help ensure consistent finding quality across the QA team.
Qualifications- 4+ years of experience in quality assurance, operations, client services, or analytical roles within a benefits administration, HR technology, or similar regulated services environment.
- Demonstrated experience designing audit approaches or quality frameworks, not just executing defined checklists.
- Experience working across multiple functions or business units.
- Deep knowledge of benefits administration across multiple delivery domains, including enrollment, eligibility, carrier integration, ACA compliance, and COBRA.
- Structured root cause analysis capability, with the ability to distinguish process, knowledge, tooling, and performance root causes.
- Written and verbal communication skills sufficient to present findings to operational leaders and deliver constructive feedback to delivery team managers.
- Bachelor's degree or equivalent experience.
- Experience with continuous improvement frameworks such as Lean or Six Sigma preferred.
- Familiarity with BenSelect or similar benefits administration platforms preferred.
Must be eligible for US employment
We offer the following benefits:
- Medical, Dental and Vision insurance
- 4 weeks paid time off (PTO)
- 9 paid holidays
- Tuition Reimbursement
- 401K (with match)
- Basic Life
- Long-Term Disability
