Senior Member Success QA Analyst

Type: Full-time

Location: Remote

HLTH is one of the fastest growing brands of 2026, reaching the top 3% in growth of all stores in the Shopify ecosystem and we’re just getting started (literally). At HLTH we believe understanding your health should be effortless. Our devices and app turn health monitoring into clear insights anyone can act on. We build for people who care about longevity, balance, and a healthier future — because healthcare shouldn't be reactive. It should be proactive, continuous, and deeply personal.

HLTH is an intense environment: we’re demanding and ambitious, which means we ask a lot of ourselves and one another. This means fantastic learning, achievements, and career growth, but it also requires a significant commitment. We move fast, standards are high, and ownership is real. This is not a coast job. If you want to be challenged, stretched, and pushed harder than ever before, we invite you to apply.

We’re hiring for a role that doesn’t really have a name yet, but sits at the cusp of customer support and the world of AI enablement. You will be part quality analyst, part coach, and part AI trainer – and we’re looking for the rare person who can do all three well. As our Senior CX Analyst, you’ll own the symbiotic relationship between our human and automated quality program (AQM) reviewing both the team’s conversations and the AI’s own responses to tune both toward the numbers that matter.

You’ll operate as the player-coach of a small, but mighty team, leading through data and reps rather than standing over people while they hit KPIs. If you’ve never quite found the job that fits the way you think about support QA, this one might have been built just for you.

• Evaluate customer interactions against a quality scorecard by reviewing calls, chats, emails, and tickets against defined criteria at meaningful volume.
• Analyze interaction and performance data to surface trends, root causes, and improvement opportunities.
• Tune and improve the AI by sharpening its responses, actions, and expanding what automation can own.
• Turn findings into process and workflow improvements through action plans, corrective actions, and better flows for the team and AI.
• Build and maintain KPI/quality reporting and scorecards (QA score, CSAT/CES, SLA/service levels, VoC) and share insights with leadership.
• Partner with leadership and cross-functional teams to run performance reviews and close the loop on recurring issues and defects.
• Convert QA insights into coaching, training, SOPs, and job aids that lift human and AI agent performance.
• Define and maintain quality standards and run calibration by owning the scorecard/QC SOP and keeping scoring consistent across graders.
• Monitor for compliance with policies, scripts, and regulatory standards.
• Partner with our AI/ML engineer to amplify AI and human support capabilities.
  

• 3+ years in customer-support/contact-center QA, with a track record of evaluating interactions and improving performance.
• Excellent communication with ability to deliver constructive, actionable feedback and influence cross-functionally.
• Proficiency with modern support and QA platforms (Zendesk, ServiceNow, Talkdesk, Assembled, or similar), Claude and BI/analytics tools.
• Strong analytical skills that translate interaction and performance data into clear, actionable insights.
• Strong grasp of support KPIs, SLAs, and quality methodology.
• Continuous-improvement, builder mindset that is comfortable in ambiguity, building structure and better processes where none exist.
• Comfort with AI and automation in support — using and improving AI-assisted QA and AI chat.
• Possess a player-coach orientation that leads and coaches through data and facilitation, not headcount management.
• Bachelor's degree or equivalent experience

Don’t fit every checkbox? We encourage you to apply anyway. We’re committed to building a diverse team and recognize that skills can be developed in many different ways with the right coaching.

• Pay Range: ZAR16k-25k/mo based on experience
• Exact compensation will depend on a number of factors, which may include the successful candidate's skills, level, years of experience, technical expertise, and other qualifications. Not all candidates will be eligible for the upper end of the salary range.

• Competitive Pay
• Performance based bonuses
• Fully remote working flexibility
• Direct access to experienced founders
• Unlimited PTO (10-day minimum to recharge)
• Educational learning & coaching stipend
• Access to cutting-edge AI technology
• Free company devices and app access
• And most importantly daily scheduled nap time

1. Application and portfolio review
2. Screening Interview
3. Paid sample test
4. Interview with the founders
5. Team interview and offer

We aim to hire for this position in the next 8-14 days so apply quickly.