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.

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.

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.