Business Process & Quality Analyst

Job Summary: We are seeking a highly analytical Business Process & Quality Analyst to help strengthen the foundation of operational excellence across our growing Customer Success organization. This role is ideal for someone who thrives in a fast-paced, high-growth environment, embraces ambiguity and is eager to improve quality, consistency, and efficiency across client delivery and internal operations. The Business Process & Quality Analyst serves as the bridge between client-facing and technical teams, translating business requirements into accurate solution designs, configuring the EvolveNXT platform, and validating performance across complex workflows and data integrations. Success in this position requires a balance of analytical rigor, technical proficiency, and process discipline, with the ability to identify root causes, analyze large data sets, and proactively prevent issues before they impact clients. The ideal candidate demonstrates exceptional attention to detail, curiosity for how systems work, and a deep commitment to operational excellence that enables both EvolveNXT and our customers to succeed. Key Responsibilities: Requirements Translation & System Configuration. Translate customer requirements into clear, actionable solution design documentation to guide configuration, testing, and deployment of the EvolveNXT platform. Process Documentation. Developand maintain process maps and workflow documentation to promote consistency and scalability across client delivery and internal functions. Quality Assurance. Conduct proactive audits and system reviews to verify configurations, identify potential issues, and ensure the platform performs as intended before client impact occurs. Root Cause Analysis. Investigate system defects and incidents to identify underlying causes, recommend corrective actions, and prevent recurrence. Continuous Improvement. Analyze performance data and feedback to identify efficiency gains, automation opportunities, and enhancements to internal workflows or client delivery processes. Cross-Functional Collaboration. Partner with Implementation, Product, Development, and Customer Success teams to align requirements and delivery timelines across all workstreams. Project Coordination. Support new client implementations, recurring annual setup activities, and other cross-functional projects by managing assigned deliverables, monitoring progress, and ensuring tasks are completed accurately and on schedule. Customer Success Partnership. Serve as a secondary point of contact for clients, providing support for technical questions, configuration updates, and issue resolution in partnership with the Implementation and Customer Success team. 1-Year Markers of Success: Demonstrate deep knowledge of the EvolveNXT system by accurately configuring the platform and proactively identifying, triaging, and resolving configuration or process issues with minimal escalation. Establish a proactive quality assurance framework that reduces recurring issues and configuration errors through regular audits and system monitoring. Critically analyze large data sets to identify trends, troubleshoot anomalies, and ensure accuracy across configuration and ETL (extract, transform, load) processes. Develop and maintain clear, accurate solution design and configuration documentation for assigned client implementations, annual setup activities, and internal workflows, requiring minimal revisions. Support new client implementations, recurring annual setup cycles, and other key projects by completing assigned deliverables on time and in alignment with client requirements. Serve as a reliable secondary client contact, resolving assigned issues promptly and contributing to a positive client experience. Ideal Qualifications: Education: Bachelor’s degree in Finance, Accounting, Business, Information Technology, Data Science, or a related field Work Experience: 3+ years of experience in business analysis or quality assurance within a SaaS, healthcare technology, or data-driven environment Skills: Strong ability to accurately configure complex software systems based on documented business requirements and validate system functionality through proactive testing Demonstrated ability to critically analyze large data sets to identify trends, troubleshoot anomalies, and ensure accuracy across configuration and ETL processes Experience conducting quality assurance reviews, audits, or root cause analyses to detect and resolve issues before client impact Proficient in Microsoft Excel and Visio (or similar process-mapping tools) Exceptional attention to detail, documentation accuracy, and organizational skills Strong analytical and problem-solving abilities with a focus on driving efficiency, consistency, and continuous improvement Excellent written and verbal communication skills, with the ability to translate complex technical information for both business and technical audiences Collaborative mindset with proven ability to partner cross-functionally with Implementation, Customer Success, Development, and Product teams to achieve shared objectives Proven success in a fast-paced, high-growth environment with the ability to navigate ambiguity with confidence Bonus Points: Understanding of Medicare or health plan operations such as broker onboarding and certification, sales and lead management, enrollment, commissions, compliance and regulatory reporting, and customer relationship management systems (CRM) Competitive salary and annual bonus Equity eligibility with tenure Comprehensive health, dental, and vision insurance Retirement savings plan with company match Paid time off plus 10 Company holidays EvolveNXTis an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. EvolveNXT is an enterprise software company that builds transformative technologies to help insurance companies and brokerage agencies more effectively manage their policies, brokers, and policyholders, all in an efficient and compliant fashion. Since 2011, the Company has become the health care industry’s leading sales channel management and incentive compensation software platform, providing a one-stop solution… Read more Share on: Company Description EvolveNXT is an enterprise software company that builds transformative technologies to help insurance companies and brokerage agencies more effectively manage their policies, brokers, and policyholders, all in an efficient and compliant fashion. Since 2011, the Company has become the health care industry’s leading sales channel management and incentive compensation software platform, providing a one-stop solution for all lines of business. EvolveNXT has recently partnered with Silversmith, a Boston-based growth equity firm with $3.3 billion under management. Silversmith's mission is to partner with and support the best entrepreneurs in growing, profitable technology and healthcare companies. Company Principles: Achieve the extraordinary. Because life is too short – and the opportunity cost for our time is too high – to settle for ordinary. We strive to take pride in our work and set the bar high to deliver what few get to achieve. Work ahead of the curve. Innovate product, solve problems, and anticipate customer trends even before our customers voice them. Become the de facto brand of choice for all parties in the insurance industry to partner with. Be a dream team. Because we can make a bigger mark collectively than individually if we all pull more weight than expected. Because we want to share the journey, the setbacks, the successes, and the memories together. Because the biggest impact we can make is by working together to better the lives of our customers and each other. #J-18808-Ljbffr Evolvespm