200+ applicants

Company

Carrot Fertility · 22 hours ago

Quality Assurance Analyst

United States

Full-time

Remote

Mid Level

$70K/yr - $80K/yr

3+ years exp

Maximize your interview chances

ConsultingHealth Care

Insider Connection @Carrot Fertility

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Develop the strategy and roadmap for a robust Critical to Quality program aligned with Carrot’s overall business goals and objectives.

Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.

Conduct inspections and quality audits on the most critical areas of the work we do for our customers and members to identify issues or inconsistencies in work output or work performance.

Conduct detailed analysis to identify trends, issues and areas for improvement and enhanced customer experience.

Ensure that the delivery of quality metrics is timely and reliable, leveraging to provide insights and improve performance.

Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.

Help develop strategies that support improvement and contribute to an overall culture focused on continuous improvement in the work we do for our customers.

Leverage quality review data points to identify root causes, trends and help quantify the ‘cost’ of errors and quality escapes.

Educate the team on quality control processes, expectations, measurements and reporting.

Implement quality reviews for new or improved procedures to measure adoption and effectiveness of the change.

Collaborate with cross-functional teams (e.g., Customer Success (CS), Customer Management (CM), Member Success (MS), Finance, Growth & Engagement), aligning with leaders and communicating with employees to effectuate policies and procedures that drive consistency and facilitate the achievement of quality standards.

Support the CS and CM teams to adhere to established policies and procedures and achieve quality KPIs through activities such as office hours, opportunity review exercises, ad-hoc support, etc.

Continually analyze performance data to identify opportunities to drive efficiency and mitigate quality risks (e.g., implementing technical safeguards, iterating on policies and procedures); partner with your leader on the prioritization of these opportunities based on the impact to company level OKRs

Proactively seek out and identify key process, procedure or policy details that are critical to CS, CM or MS teams completing high quality work and achieving established KPIs; prioritize those items and develop a mechanism to inspect for completion or quality.

Establish a mechanism for tracking and reporting on quality metrics and performance; report results of Critical to Quality checkpoints to leaders and suggest solutions to drive improvement

Understand the specific, measurable performance requirements needed to fulfill the needs of Carrot’s customers and members - measuring the aspects that directly impact customer satisfaction

Support annual planning conversations to define key metrics and performance goals for each operational area of the business.

Collaborate with the CS Enablement team to roll out documentation, training and educational content on policies, procedures, and best practices serving the CS and CM teams

Regularly gather insights and feedback from CS and CM leaders to ensure that the appropriate process items are being monitored and measured.

Developing, reviewing, and updating quality standards is critical. A QA works to establish clear benchmarks for quality that are aligned with customer expectations and industry norms.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Quality AssuranceQuality InitiativesProcess ImprovementSix Sigma PrinciplesRoot Cause AnalysisCross-functional CollaborationQuantitative Decision MakingChange Management

Required

3+ years of experience leading quality initiatives and performing in a quality role

Strong knowledge and understanding of quality assurance principles, methodologies, and best practices

Attention to detail and high level of thoroughness in work outputs

Proven experience in developing and implementing quality assurance programs and processes

Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders

Preferred

Knowledge of Six Sigma principles, including certifications

Problem-solving mentality and a results-driven approach

Skill in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources

Demonstrated use of critical thinking skills to solve complex problems and develop effective processes

Ability to handle multiple priorities effectively, analyze problems, recommend appropriate solutions, and assimilate information quickly.

Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement

Ability to drive change and continuous improvement initiatives to enhance the overall quality of customer operations

Experience in conducting root cause analysis and implementing corrective actions to address quality issues

Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Benefits

Health and wellness benefits

Retirement savings plans

Short- and long-term incentives

Parental leave

Family-forming assistance

Competitive compensation package

Company

Carrot Fertility

Glassdoor

2.7

Carrot Fertility is the leading global fertility care platform, serving people of every age, race, income, sex, sexual orientation, gender, marital status, and geography.

Founded in 2016

Sacramento, California, USA

201-500 employees