JOB DESCRIPTION

SUNNY

Sunny is changing the world by leveraging digital technologies to help people live healthier lives. Using a digital first strategy, Sunny is helping health plans and employer groups to engage consumers with innovative, integrated health and wealth tools to improve outcomes and drive quantifiable results.

Sunny Payments & Benefits solution helps consumers capitalize on their health benefits by making it easy to spend smarter via directed spend technology for supplemental and specialized benefits. Sunny Rewards, an integrated Reward Dashboard, pairs high-value actions with appropriate financial incentives. Sunny’s simplified consumer experience is designed to maximize rewards, improve health outcomes, and drive quantifiable results.

Sunny’s team of experienced leaders is what truly sets them apart. The elite team represents all corners of the market, ensuring a comprehensive and holistic understanding of the dynamics at play. Drawing from their collective insights, extensive knowledge, and expertise in the field of consumer engagement, the team knows what works and what doesn’t with today’s consumers.

WORKING HERE

Invaluable lessons learned is the genesis of Sunny, which has led to a fine-tuned product-to-market fit that caters to a range of stakeholders in the healthcare space. Whether it’s payers, employers, or individual consumers, Sunny has refined its solutions to meet their unique requirements. Sunny is unmatched in its ability to customize and employ refreshing levels of creativity, adaptability, and inventiveness. This is crucial in an industry where trends and demands change rapidly and calls for a very nimble team.

Sunny is fully committed to revolutionizing consumer engagement. Finally, alignment of valuable actions with financial incentives, a knowledgeable and diverse management team, and a keen understanding of customization and market trends have been brought together to make a significant impact on the way consumers interact with their health and well-being – we hope you consider taking this journey with us!

OPPORTUNITY

The Quality Specialist at Sunny Benefits will evaluate call center performance, conduct root-cause analysis, and support corrective and preventive action processes. This role also assists in documenting and maintaining core processes within the Quality Management System (QMS) and ensures all records and reports are accurate, timely, and compliant.

The ideal candidate combines strong analytical skills, attention to detail, and a passion for continuous improvement. This position offers a chance to directly influence the member experience and operational excellence across Sunny’s contact center and client-facing functions.

SCOPE OF RESPONSIBILITIES

Quality Evaluation and Reporting

• Conduct call and chat evaluations using standardized scorecards to assess agent performance, compliance, and customer experience.
• Compile, analyze, and summarize evaluation results into client-facing and internal reports.
• Maintain complete, accurate, and timely documentation of all quality evaluations and reports in the designated system.
• Calibration and Alignment
• Participate in internal and third-party calibration sessions to ensure consistent evaluation standards and interpretation.
• Provide feedback and insights to improve alignment between quality criteria and operational performance.

Data Analysis and Continuous Improvement

• Identify trends, recurring issues, and process gaps impacting customer experience or compliance.
• Collaborate with cross-functional teams to develop and implement corrective and preventive actions (CAPA).
• Support root-cause analysis activities to eliminate performance and process inefficiencies.

Process Documentation

• Partner with functional areas to document, update, and maintain operational processes within the Quality Management framework.
• Ensure processes align with Sunny’s quality objectives and client expectations.
• Quality Management System (QMS)
• Support all aspects of the QMS and drive continuous improvement initiatives.
• Participate in internal audits and management reviews.
• Identify process gaps and recurring issues to feed into CAPA activities.
• Promote and reinforce a culture of quality throughout the organization.

REQUIRED CANDIDATE QUALIFICATIONS

Education and Experience

• Associate’s degree or equivalent work experience preferred.
• One to three years of experience in quality assurance, call center operations, or customer service.

Skills and Competencies

• Strong analytical and problem-solving skills, with the ability to detect patterns, trends, and systemic issues.
• Excellent written and verbal communication skills.
• Bilingual proficiency in Spanish and English.
• Ability to manage multiple priorities and maintain accuracy under deadlines.
• Proficiency in call monitoring systems, reporting tools, and Microsoft Office Suite.

Compensation & Benefits

Sunny has an ambitious vision to empower people to live healthier and happier lives. We are committed to delivering an outstanding culture and experience for every employee. We offer comprehensive benefits and perks, as well as a high level of flexibility.

• A competitive compensation package in line with leading technology companies
• Flexible PTO with manager approval
• An extra day of PTO to volunteer for a cause you feel passionate about
• Employer sponsored healthcare, dental, vision, short and long term disability, and life insurance opportunities
• A company sponsored supplemental benefits plan worth over $2000 annually in 2025
• 401k retirement savings plan company matched up to 5%

SUNNY’S COMMITMENTS

Sunny Rewards is an Equal Opportunity Employer. We’re passionately dedicated to providing the ultimate consumer engagement solution, so please send us a note with your comments or questions at [email protected]