CX Lead, Diagnostics & Quality

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of quality assurance for the entire CX team, which includes Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX.

• Evaluate member interactions across various channels such as email, SMS, and phone, and assess them in Rippit based on CX scorecards.

• Provide agents with precise feedback utilizing completed scorecards.

• Assess factors such as accuracy, communication, empathy, ownership, documentation, policy adherence, and clinical triage handoffs.

• Achieve review coverage targets and escalate critical errors and issues that affect members.

• Collaborate with the CX Manager for coaching of both individuals and teams.

• Monitor QA performance by agent, team, and channel, and report findings and trends to CX leadership.

• Analyze QA results in conjunction with CSAT to pinpoint gaps in knowledge, processes, and compliance.

• Manage scorecards, rubrics, review assignments, sampling strategies, and workflows within Rippit.

• Conduct calibration sessions and implement QA automation features like AI-assisted scoring, risk-based sampling, automatic flagging, and automated reporting.

• Oversee lab, phlebotomy, and related partner relationships.

• Track partner performance, including diagnostics metrics, redraw rates, turnaround times, requisition and order errors, and blood draw CSAT.

• Perform diagnostics error checks and maintain the Clinical Redraw Tracker.

• Monitor diagnostics technology issues in collaboration with Product and Engineering teams.

• Assist franchise partner center teams and RNs with diagnostics-related concerns.

• Prepare and circulate weekly Quality and Diagnostics reports.

• Engage directly in the Zendesk queue across email, SMS, and phone channels.

• Address complex diagnostics escalations and offer phone support.

• Act as the CX resource for diagnostics workflows and unique cases.

• Supervise Zendesk and diagnostics Slack channels.

• Ensure that Guru, Help Center articles, macros, and Zendesk materials are up-to-date.

• Collaborate with CX leadership to ensure quality readiness for new hires and provide ongoing training.

⛳️ Requirements

• 3–5 years of experience in customer support or CX, specifically in lead, QA, or senior agent roles.

• Practical experience in running or contributing to a QA program, including rubric-based scoring, calibration, and providing feedback.

• Experience in managing vendor or partner relationships, including issue escalation and resolution tracking.

• Proficient in verbal communication via phone and video with internal teams, external partners, and members as a key aspect of the role.

• Strong experience with Zendesk across email, SMS, and phone platforms.

• Comfortable working with data: tracking metrics, creating reports, identifying trends, and interpreting their significance.

• Clear written and verbal communication skills for effective interaction with internal teams and external partners, including providing direct, constructive feedback.

• Organized, able to juggle scheduled QA tasks, partner follow-ups, and queue responsibilities within the same week.

• Self-motivated and effective in a fully remote setting.

• Preferred: Background in healthcare, diagnostics, telehealth, or lab services.

• Preferred: Familiarity with Rippit, MaestroQA, or equivalent QA platforms for scorecard setup and reporting.

• Preferred: Experience utilizing automation or AI tools within a QA workflow.

• Preferred: Knowledge of lab ordering, requisitions, or mobile phlebotomy.

• Preferred: Experience with Guru, Slack, and an order management system.

🏝️ Benefits

• Remote working environment.

• Company-provided computer and necessary equipment.

• Comprehensive benefits package including Healthcare, Dental, Vision, and Life Insurance.

• Complimentary Lifeforce Membership for Full-Time Employees.