[Hiring] CX Lead, Diagnostics & Quality @Lifeforce

Role Description

Lifeforce is hiring a CX Lead, Diagnostics & Quality. This is a hybrid role with two main jobs:

• Own quality assurance for the entire CX team.
• Lead the diagnostics program, including our lab, phlebotomy, and requisition partners.
• Stay hands-on in the queue, working tickets and handling escalations.

On the quality side:

• Own the CX QA program in Rippit across every team that handles member contacts in Zendesk.
• Run the program day to day: auditing interactions, giving agents feedback, and tracking team performance.
• Make the program better through automation, sharper reporting, and feedback.

On the diagnostics side:

• Manage relationships with lab, phlebotomy, and related partners.
• Find issues, escalate them, and follow through to resolution.
• Help unblock center teams when they run into diagnostics issues.

This is an individual contributor role reporting to the Customer Experience Manager.

Qualifications

• 3–5 years of customer support or CX experience, including time in a lead, QA, or senior agent role.
• Hands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback.
• Experience managing vendor or partner relationships, including escalating issues and following them through.
• Comfortable communicating verbally by phone and video with internal teams, external partners, and members.
• Strong Zendesk experience across email, SMS, and phone.
• Comfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean.
• Clear written and verbal communication with internal teams and external partners.
• Organized and able to balance scheduled QA work, partner follow-up, and queue work.
• Self-directed and effective in a fully remote environment.

Requirements

• Experience in healthcare, diagnostics, telehealth, or lab services.
• Experience with Rippit, MaestroQA, or a similar QA platform.
• Experience using automation or AI tools in a QA workflow.
• Familiarity with lab ordering, requisitions, or mobile phlebotomy.
• Experience with Guru, Slack, and an order management system.

Benefits

• Remote working environment.
• Company-provided computer and other required equipment.
• Generous benefits package including Healthcare, Dental, Vision, and Life Insurance.
• Complimentary Lifeforce Membership for Full Time Employees.
• $75,000 - $85,000 a year.