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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance processes, including rubric-based scoring and feedback delivery, while effectively managing partner relationships and tracking performance metrics. Proficient in utilizing tools like Zendesk and Rippit to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Quality Assurance Program ManagementRubric-Based ScoringZendesk ExperienceData Tracking and ReportingPartner Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceRubric-Based ScoringData AnalysisPerformance TrackingClinical TriageDiagnostics Error ChecksAutomation in QA WorkflowsFeedback DeliveryMetrics ReportingEscalation Management
Soft Skills
Clear CommunicationOrganizational SkillsSelf-Directed Work EthicConstructive Feedback DeliveryTeam Collaboration
Tools & Technologies
ZendeskRippitMaestroQAAI ToolsSlackGuru
Industry Keywords
Customer ExperienceHealthcareDiagnosticsTelehealthLab ServicesPhlebotomy
About the role
Key responsibilities & impact- Own quality assurance for the entire CX team across Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX
- Audit member interactions across email, SMS, and phone and score them in Rippit against CX scorecards
- Give agents specific feedback through completed scorecards
- Score accuracy, communication, empathy, ownership, documentation, policy adherence, and clinical triage handoffs
- Meet review coverage targets and escalate critical errors and member-impacting issues
- Partner with the CX Manager on individual and team coaching
- Track QA performance by agent, team, and channel and report results and trends to CX leadership
- Analyze QA results alongside CSAT to identify knowledge, process, and compliance gaps
- Own scorecards, rubrics, review assignments, sampling approach, and workflows in Rippit
- Run calibration sessions and implement QA automation such as AI-assisted scoring, risk-based sampling, automatic flagging, and automated reporting
- Manage lab, phlebotomy, and related partner relationships
- Track partner performance, diagnostics metrics, redraw rate, turnaround time, requisition and order errors, and blood draw CSAT
- Run diagnostics error checks and the Clinical Redraw Tracker
- Track diagnostics technology issues with Product and Engineering
- Support franchise partner center teams and RNs with diagnostics issues
- Prepare and distribute weekly Quality and Diagnostics reporting
- Work directly in the Zendesk queue across email, SMS, and phone
- Handle complex diagnostics escalations and provide phone support
- Serve as the CX resource for diagnostics workflows and unusual cases
- Monitor Zendesk and diagnostics Slack channels
- Keep Guru, Help Center articles, macros, and Zendesk materials current
- Partner with CX leadership on new-hire quality readiness and ongoing up-training
Requirements
What you’ll need- 3–5 years of customer support or CX experience, including time in a lead, QA, or senior agent role
- Hands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback
- Experience managing vendor or partner relationships, including escalating issues and following them through
- Comfortable communicating verbally by phone and video with internal teams, external partners, and members as a regular part of the role
- Strong Zendesk experience across email, SMS, and phone
- Comfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean
- Clear written and verbal communication with internal teams and external partners, including delivering direct, constructive feedback
- Organized and able to balance scheduled QA work, partner follow-up, and queue work in the same week
- Self-directed and effective in a fully remote environment
- Preferred: Experience in healthcare, diagnostics, telehealth, or lab services
- Preferred: Experience with Rippit, MaestroQA, or a similar QA platform, including setting up scorecards and reporting
- Preferred: Experience using automation or AI tools in a QA workflow
- Preferred: Familiarity with lab ordering, requisitions, or mobile phlebotomy
- Preferred: Experience with Guru, Slack, and an order management system
Benefits
Comp & perks- Remote working environment
- Company-provided computer and other required equipment
- Generous benefits package including Healthcare, Dental, Vision, and Life Insurance
- Complimentary Lifeforce Membership for Full Time Employees