QA Analyst

About The Role

The Quality Assurance (QA) Analyst will play a critical role in supporting Charlie Health’s Admissions and Care Experience teams by conducting detailed audits of call and documentation quality. This position will focus on identifying opportunities for improvement and ensuring a consistent delivery of compassionate and high-quality care that aligns with the team’s mission to educate, support, and guide callers through the admissions and care process. Spending 6+ hours a day completing call and documentation scorecards, the QA Analyst will provide actionable feedback to enhance team performance and the overall client experience. Additionally, the Analyst will partner with department leadership to provide coaching sessions to teammates supporting their onboarding and ongoing development. 

Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing live-saving solutions. We are looking for a teammate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

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. 

Requirements

• Minimum of 6 months+ of call listening or admissions coordinator/CXS experience.
• Previous experience in quality assurance, call monitoring, or a related field preferred.
• Highly proficient in Salesforce, G-suite and Zoom; familiarity with Gong or similar tools is a plus.
• Microsoft Office proficiency.
• Strong analytical skills including root cause analysis and the ability to identify trends.
• Work authorized in the United States and native or bilingual proficiency in English.
• Strong interpersonal, relationship-building and listening skills, with a natural, consultative style.
• Ability to energize, communicate, and build rapport at all levels within an organization.
• Strong project management skills, with a demonstrable ability to corral and manage details in a fast-paced, fluid environment.

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote

Please note that this role is not available to candidates in Illinois.

Note to Colorado applicants: Applications will be accepted and reviewed on a rolling basis.

The total target base compensation for this role will be between $50,000-70,000 per year at the commencement of employment. In addition to base compensation, this role also offers a performance bonus. The expected total cash compensation range, including potential bonus, will be up to $7,000 per year. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.