Senior Quality Assurance Analyst - Argentina

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

Job Description

Summary of Position

The Senior Quality Assurance Analyst is responsible for providing oversight and ensuring teams meet or exceed the quality standards established by Teladoc Health, enabling successful client onboarding and client lifecycle change management initiatives.

As a member of the Quality Assurance team, the Senior Quality Assurance Analyst ensures processes are clearly understood, thoroughly documented, and consistently executed in alignment with established policies. This position also plays a key role in sustaining and enhancing quality initiatives that support Teladoc Health’s governance programs.

The ideal candidate will develop and implement processes and procedures that promote accountability, safeguard data integrity, and uphold service standards, enabling cross-functional teams to deliver successful outcomes for clients and their members. The department relies on the impact monitoring and performance metrics produced by this role to increase efficiency, maintain quality, and support employee development. This position is instrumental in advancing teams, departmental, and organizational performance goals.

The selected candidate will demonstrate exceptional organizational and time management skills, strong leadership abilities, and the confidence to hold peers at all levels accountable. This role requires advanced strategic thinking and communication skills, the ability to excel in a fast-paced evolving environment, and a commitment to delivering exceptional service across the organization.

Motivation to grow within a department and contribute to organizational success is essential. Initiative, integrity, and confidence are key attributes. In addition to maintaining current QA processes, this individual will develop and scale new ones, driving continuous improvement. The role includes recommending and implementing enhancements to standard operating procedures to elevate the overall client experience. This role will also serve as capacity overflow for the entire Client Operations & Solutions department.

This role will place increased emphasis on governance and quality oversight for key initiatives, ensuring support, implementation, and delivery functions operate effectively and consistently.

Essential Duties and Responsibilities

Quality Assurance Execution

• Draft, define, and implement quality assurance procedures to support Teladoc Health.

• Evaluate adequacy of existing quality assurance standards.

• Execute quality assurance reviews for client onboarding and client lifecycle change activities using established standards, tools, and scoring methodologies.

• Validate that work performed by Client Solutions teams aligns with documented procedures, service standards, and quality expectations.

• Evaluate completed work for accuracy, completeness, and compliance; document findings and quality outcomes.

• Review activities associated with the delivery of implementation and client lifecycle changes for both pre/post Go Live.

• Accountable to perform root cause analysis for escalated issues

Compliance & Data Protection

• Ensure and confirm that PHI and PII are handled in accordance with policy, including validation that access does not occur outside of the domestic United States; escalate concerns per established procedures.

• Support ongoing compliance with quality and industry regulatory requirements by participating in audits and maintaining required documentation.

Data Integrity & Reporting

• Review data inputs related to implementation, delivery schedules, and proof of delivery to confirm accuracy and reliability.

• Record, prepare, and report quality data to communicate outcomes of quality activities to Client Operations & Solutions leadership.

• Analyze quality results to identify trends, recurring issues, and opportunities for improvement in service delivery and internal documentation.

Continuous Improvement Support

• Review data to identify areas for improvement in the level of service provided to our clients and their members.

• Contribute to corrective and preventive actions by documenting findings, supporting root cause analysis, and tracking follow-up actions.

• Provide feedback and recommendations for incremental improvements to standard operating procedures and reference materials.

Cross Functional Collaboration

• Support escalation management by gathering facts, documenting quality impacts, and routing issues appropriately.

• Record, prepare and report quality data to communicate outcomes of quality activities

• May assist in the execution of client onboarding or lifecycle change processing when cross-functional teams are over capacity.

Training & Enablement

• Identify recurring quality gaps and contribute to training needs identification.

• Support organization of training and maintenance of quality documentation to ensure standards are consistently met.

• Evaluate audit findings and implement appropriate corrective/preventative actions

Additional Responsibilities

• Monitor client feedback, inclusive of support for survey governance, reporting, and maintenance.

• Adhere to all company policies, procedures, and business code of ethics.

• Review data integrity

• Other duties as assigned.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s Degree or equivalent experience.

• 5+ years Quality Assurance or equivalent operational quality experience.

• 3+ years SaaS, ISO, or other auditing experience.

• 5+ years healthcare industry experience, with knowledge of HIPAA standards.

• Excellent written and verbal communication skills.

• Strong organizational, time management, and prioritization skills.

• Ability to work independently and collaboratively in a team environment with willingness to lead as business needs dictate.

• Demonstrated initiative, accountability, and follow through.

• Working knowledge of troubleshooting, triage, and escalation processes.

• Adherence to Service Level Agreements and quality standards.

• Ability to work outside standard business hours when needed to support client onboarding activities.

Technical Skills (Desired)

• Working proficiency in Salesforce, Confluence/JIRA, MS Office Suite, Power BI, Workfront, and Tableau.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Why join Teladoc Health?

• Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.

• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

• Join a multi-faceted community that celebrates each colleague’s unique perspective and is focused on continually improving, each and every day.

• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

• Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.