[Hiring] Quality Assurance Associate @Thyme Care

Role Description

As a Quality Assurance Associate , you’ll play a key role in ensuring the Enrollment Team delivers high-quality, compassionate, and effective interactions with prospective members. The Enrollment Team serves as the first point of contact for individuals considering Thyme Care, and your work will help ensure their experience meets our highest standards from the very beginning.

• Conduct Enrollment Specialist call audits.
• Review QA Coordinators’ evaluations for accuracy, consistency, and alignment with established quality standards.
• Act as a Subject Matter Expert on the Enrollment Quality team.
• Lead calibration sessions with QA Coordinators and Enrollment Team Leads.
• Identify trends and opportunities, recommending changes to existing QA rubrics, processes, and workflows.
• Use data to surface insights and advance strategic quality initiatives.
• Train and optimize Capacity, the AI-powered QA platform.

Qualifications

• 5+ years of experience in call center quality assurance, ideally within healthcare.
• Experience improving QA tools and processes and coaching others toward success.
• Experience with quality auditing, audit validation, calibration, coaching, and feedback in a service-oriented environment.
• Highly proficient in spreadsheets and data analysis.
• Comfortable learning and working within new technology platforms.
• Effective listening and communication skills.
• Empathetic approach to quality assurance.
• Ability to prioritize and respond to urgent needs.
• Proactive in seeking feedback and diverse perspectives.
• Comfortable with ambiguity in a fast-paced environment.
• Desire to learn and use new technologies.

Requirements

• Develop a deep understanding of Thyme Care’s systems, Enrollment workflows, member journey, QA rubrics, and overall quality philosophy.
• Conduct call audits and develop expertise in Enrollment QA rubric and standards.
• Review QA Coordinator audits for accuracy, consistency, and alignment with established standards.
• Lead regular calibration sessions with QA Coordinators and Enrollment Team Leads.
• Identify quality trends, scoring discrepancies, and improvement opportunities.
• Evaluate existing QA rubrics and processes and propose improvements.
• Support onboarding and training of new QA team members.
• Build proficiency in Capacity and contribute to training and refining the AI platform.
• Analyze QA data to identify trends, outliers, risks, and opportunities for improvement.
• Partner with Enrollment leaders and cross-functionally with QTE, Enrollment Leadership, and Analytics.
• Contribute to a culture of excellence, empathy, accountability, and continuous improvement.

Benefits

• Pay rate of $31.25 per hour.
• Choice of great medical, dental, and vision insurance plans.
• Generous vacation policy for full-time employees.