CX QA Specialist (Remote)

San Francisco, CA

Primary.Health is the engine behind your COVID-19 testing and vaccination programs. Our web-based platform provides government agencies, schools, healthcare facilities, and community based organizations the ability to quickly register participants, schedule appointments, arrange for easy onsite check-in and check-out, and exchange data between labs and state databases, easing the reporting process. 

JOB TITLE:  CX QA Specialist

REPORTING TO: Technical Program Manager 

JOB TYPE: Full-time 

LOCATION: Remote 

JOB SCOPE:  At Primary, we believe in tackling hard problems together as a team, with strong values around collaboration, accountability, and transparency while assisting participants in getting tested and vaccinated.

CX QA Specialist  is responsible for assessing the performance quality of CX Support Specialists and ensuring a full understanding and implementation of company processes. The QA Specialist reports to the CX Lead, Quality Assurance. They’ll monitor everything pertaining to quality with CX calls and emails in the Support Specialists files and provide their feedback which will roll up to the Team Leads and CX Management. They’ll monitor inbound and outbound calls and emails to ensure accuracy and compliance guidelines are followed. They’ll work closely with the CX Lead, Quality Assurance, Team Leads and management to ensure professionalism, competence, and capability. The ideal candidate pays close attention to detail, is organized and has strong written and verbal communication skills. 

A proficiency with using Google Workspace apps (G Suite) and Chrome browser is ideal. The ideal candidate is detailed-oriented and organized. Is able to openly communicate with the CX team and Management. 

MAJOR JOB DUTIES: 

  • Monitor inbound and outbound inquiries (phone and email) to ensure accuracy and quality and is in accordance with company policies and procedures.

  • Ensure full participation and engagement in all company-related events and commitments.

  • Provide constructive feedback via QA form to CX leads so they can relay to CX Customer Support Specialists to further improve their skills, understanding, and knowledge.

  • Stays up to date with changes and new client processes and guidelines.

  • Act as a liaison between Team Leads and CX Support Team. 

  • Contribute to team culture in a positive manner and foster a healthy and comfortable work environment.

  • Informs CX Lead, Quality Assurance and Management when an agent is on their final warning and assists with next steps such which can lead up to termination.

QUALIFICATIONS:

  • Pays attention to detail and is able to assist with  processes, and documentation. 

  • Sets a good example to CX agents and Team Leads.

  • Able to monitor according to QA guidelines and provide detailed notes and feedback on all CX Support Specialists. 

  • Excellent written and typing skills. Proficient with Google suite. 

  • Tech savvy with knowledge of telephone equipment and relevant computer programs such as Zendesk, Kustomer, Ujet and/ or other call center and ticketing software.

Primary embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.