Quality Assurance Analyst (QAA)

Currently hiring in AL, AZ, FL, IL, MI, NC, NJ, TN, TX, & VA

Service | Alignment | Detail

Care Sherpa is changing the way patients engage with their providers and we are looking to expand our Team.  

We are hiring a Quality Assurance Analyst (QAA) to help support our internal quality assurance and service standards, as well as our client’s quality monitoring needs.

JOB PURPOSE:

The Quality Assurance Analyst (QAA) provides valuable insights regarding agent performance and, ultimately, the patient experience. The QAA reviews patient interactions — including inbound and outbound call recordings, chats, texts, and emails — across Care Sherpa's communication platform, grading them against predetermined quality performance standards.

The goal of this role is to identify great patient experiences while providing constructive insights, positive reinforcement, and training opportunities that support agent growth. The QAA listens, observes, and delivers critical insights related to the patient experience and the operational processes that may impact it. Acting as an unbiased observer, the QAA identifies and flags both positive and negative quality trends found along the patient journey.

This role is a critical component of the ongoing optimization of the patient experience and reports directly to the QA Team Leader.

THE OFFER:

  • Build authentic relationships and be a part of a supportive gratitude-filled team.

  • Help elevate the patient experience, by providing valuable insights.

QUALIFICATIONS:

  • 6+ months of experience in a call center QA, coaching, or evaluation role, along with some prior phone/call-handling experience (healthcare or patient-facing environment strongly preferred).

  • Strong active listening skills and ability to assess tone, rapport, and professionalism across calls, chats, texts, and emails, and ability to provide constructive feedback.

  • Comfort working with structured scoring rubrics and translating them into written, behavior-specific feedback.

  • Solid oral and written communication skills. Coaching notes must be clear enough for an agent to act on independently.

  • Proficiency with spreadsheets (Excel or Google Sheets) and ability to learn call-scoring and QA tracking platforms.

  • High attention to detail and consistency, especially when scoring across a high volume of multichannel interactions.

  • Ability to work independently and stay objective and unbiased when evaluating agent performance.

  • Flexibility and willingness to adjust based on client need.

  • Excellent computer skills including strong typing ability, multi-tasking such as talk and type simultaneously.

  • Preferred CRM experience or other database data entry experience.

  • Desire to learn, grow and contribute your perspective and ideas on a daily basis.

  • Team focused, but ability to work independently with a strong drive for achievement.

TECHNICAL REQUIREMENTS:

INTERNET

  • Hard wired, Uninterrupted high-speed internet with consistent connection.

ENVIRONMENTAL REQUIREMENTS:

  • 100% work from home remote position.

  • Private, quiet and distraction-free environment

SCHEDULE & HOURS

  • Full-Time position: 35+ hours per week

  • Monday - Friday 8am - 5pm Central Time

PAY & BENEFITS

  • Pay range: $15/hr - $17/hr based on previous experience

  • PTO and Paid Holidays offered based on hours worked

  • Benefits offerings: Medical, Dental, Vision, Life, Disability, etc. for Full-time employee working over 30+ hours each week

 
Jessica Walker