Who We Are

At OrthoFi, we're not just another player in the orthodontic industry – we're the driving force that helps orthodontists launch more smiles while ensuring top-tier patient care. Our tech-savvy solutions are the secret sauce that empowers orthodontic practices across the United States. With a track record of supporting over 2,000 practices, and in partnership with OrthoBanc, we've unlocked access to quality, affordable orthodontic care for a whopping 3.2 million patients and counting!

Picture this: Our cutting-edge Patient Acquisition software combined with our expert Revenue Cycle Management solutions propels practices to achieve jaw-dropping 13% year-over-year growth. Plus, when it comes to patient and insurance billing, our collection results leave competitors in the dust.

Behind our mission is a dynamic team of around 300 passionate individuals. Our headquarters is based in Denver, CO, with employees spread across several states. Join us in our quest to transform the orthodontic landscape – where innovation meets dedication, and starting more smiles are just the beginning.

Our purpose is to radically improve the way patients access and pay for quality elective care. Diversity, equity, and inclusion (DEI) ensures we can fulfill our purpose by creating a better, more equitable and inclusive workplace for our community members and healthcare experience for all.

By focusing on DEI, we are working towards our mission of connecting more patients with quality orthodontic and dental care and helping make treatment accessible to over 1 million patients a year by 2025. Equity is core to our mission to serve patients, and DEI is embedded in our core values, especially “seek diversity,” and “do what’s right.”"

OrthoFi is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

The Opportunity:

We are seeking a highly analytical and results-driven Quality Assurance Analyst with expertise in NICE InContact Speech Analytics, predictive analytics, sentiment analysis, and customer experience (CX) metrics. This role will focus on improving First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) by leveraging AI data-driven insights, process optimization, and automation.

As a key driver of business and process improvement, you will use speech and predictive analytics to identify trends, uncover inefficiencies, and recommend strategic enhancements that elevate customer experience and operational performance. This role will work closely with the Practice and Patient Advocate team.

What You Will Do:

Quality Assurance & Customer Experience Analytics:

• Implement and utilize NICE InContact Speech Analytics to analyze and extract meaningful insights from customer interactions, identify trends, and assess agent performance.
• Leverage predictive analytics to forecast call volume, anticipate customer needs, measure agent performance trends and reduce customer churn risk.
• Conduct sentiment analysis to gauge customer emotions and pinpoint opportunities for service improvement.
• Monitor FCR, NPS, CSAT, and other key performance indicators (KPIs) to assess service effectiveness.
• Partner with Training and QA Manager to develop QA scorecards and dashboards to track performance, compliance, and coaching opportunities.

Process & Business Improvement:

• Analyze customer interaction patterns to identify process inefficiencies and recommend data-driven improvements.
• Utilize process mapping techniques to streamline workflows and enhance operational efficiency.
• Drive automation initiatives by integrating AI-powered analytics 
• Collaborate with cross-functional teams (CX, Operations, Training, and IT) to implement insights from QA findings.
• Develop and present reports with actionable insights to leadership.

Change Management & Strategic Initiatives:

• Assist in leading process improvement initiatives using frameworks like Lean Six Sigma 
• Secure stakeholder buy-in by effectively communicating findings, recommendations, and business impact.
• Stay up to date with emerging AI trends and analytics technologies to enhance QA and CX strategies.

What You Will Bring:

• 3+ years of experience in QA analytics, customer experience analytics, or business process improvement.
• Proficiency in NICE InContact Speech Analytics, predictive analytics, and sentiment analysis tools.
• Strong understanding of CX performance metrics (FCR, NPS, CSAT, VoC) and their impact on business outcomes.
• Knowledge of automation and AI-driven analytics for process enhancement.
• Experience with data visualization tools (Power BI, Tableau) and data querying (SQL preferred).

Process Optimization & Business Improvement:

• Experience in process mapping and workflow optimization (Visio, Lucidchart, Lean Six Sigma)
• Ability to identify inefficiencies and recommend improvements based on data-driven insights.
• Familiarity with AI-based solutions for workflow automation.

Soft Skills & Strategic Thinking:

• Strong critical thinking and problem-solving skills to analyze complex data sets and drive business decisions.
• Excellent communication and storytelling with data, with the ability to present insights to stakeholders.
• Experience in change management and stakeholder engagement, with the ability to influence leadership decisions.

What’s in it for you:

• Full medical, dental, and vision benefits with 100% employer paid options and buy up plans
• Flexible PTO
• Employer HSA contribution 
• 9 Company Paid holidays
• 401(k) match, 2% after 90 days of employment
• Supportive culture with one-of-a-kind growth opportunities
• Option to work from home or in the office
• Paid Parental Leave as well as a two-week "ease-back" program that enables parents to return part-time at full pay
• Company and team outings       
• Peer-to-peer recognition program
• Company sponsored premium subscription to the Calm app
• Vendor discounts

Compensation: $48,000 - $50,000k annually

**Please note that the compensation information that follows is a good faith estimate for Colorado-based hires only and is provided with the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules.**

Work Authorization: You must be authorized to work in the United States.  The Company is unable to provide sponsorship for workers.