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Support Quality Specialist

Elation Health

Elation Health

Customer Service, Operations, Quality Assurance
United States · Remote
Posted on Thursday, May 16, 2024

The Quality Specialist for the Support Team plays a crucial role in maintaining and enhancing the quality of our customer support services. This role requires a keen eye for detail, strong analytical skills, and a passion for ensuring customer satisfaction through high-quality support interactions. The Quality Specialist is an expert on the Elation and Passport applications, can manage multiple tasks at a time, has strong collaboration skills, and is adept at giving and receiving feedback. The Quality Specialist is a self-starter and owner, leveraging both their knowledge of our processes, technical tools, our customers, and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and empathetic in their approach to our work.

Role and Responsibilities

  • [30%] Monitor and evaluate customer support interactions (e.g., tickets, calls, chats) to ensure quality standards are met
  • [20%] Provide feedback and coaching to support team members to improve the quality of their interactions
  • [20%] Identify trends and patterns in customer issues and either:
    • Address knowledge gaps by identifying and providing feedback as well as through building or suggesting articles or other SOPs
    • Escalate recurring issues to management for resolution
  • [10%] Collaborate with other teams (e.g., training, operations) to implement quality improvement initiatives
  • [10%] Conduct regular audits and reviews of support team performance and adherence to policies and procedures
  • [10%] Develop and maintain quality assurance processes and documentation for the support team
  • Participate in weekly urgent shift rotation as needed
  • Participate in 1 to 2 weekend/holiday on-call rotations per year

Personal Qualifications

  • 2+ years of experience in customer support or quality assurance, preferably in a support-centered environment
  • Knowledge of customer support best practices and quality assurance principles, as well as goal-setting practices
  • Manages time effectively and works independently, self-starter
  • Detail oriented and able to manage multiple tasks at once
  • Collaborates effectively with both customers and internal teams
  • Strong analytical and problem-solving skills to create meaningful strategies to improve support quality.
  • Excellent communication and interpersonal skills, especially the ability to communicate constructive feedback
  • Ability to work independently and as part of a team
  • Empathetic in their approach to work, and passionate about the user experience we support
  • Demonstrates strong written and verbal communication skills, professionalism
  • Effectively ascertains when work requires escalation to leads or manager
  • Demonstrates deep understanding of Support team metrics and how they relate to business-level goals
  • Familiarity with QA auditing software and QA scorecard design.

Salary: $65,000 - 80,000

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops ( with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.