Charlie Health · 1 day ago

QA Analyst

Remote, United States

Full-time

Remote

Entry Level

$50K/yr - $70K/yr

1+ years exp

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Responsibilities

Complete daily evaluations of Admissions and Care Experience calls, documentation, and cases.

Stay up to date on all Admissions and Care Experience processes, procedures, and learning materials.

Maintain and manage auditing tools and systems such as Gong, including creating scorecards, tracking progress, and organizing call libraries.

Maintain auditing processes, procedures, measurements, and reports.

Partner with the QA Manager to produce and distribute weekly and monthly auditing reports to Admissions Leadership

Collaborate with the Learning and Development team to:

Monitor new hires closely during their first 90 days, providing direct feedback and coaching to ensure a strong foundation in their roles.

Perform special call studies regarding performance, department process improvements, and special projects.

Partner with leadership to ideate department process improvements, improvement of the client experience, and improvement of intradepartmental handoffs.

Other duties as assigned.

Qualification

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Call monitoringQuality assuranceSalesforceG-suiteZoomGongMicrosoft OfficeRoot cause analysisProject managementRelationship-building