Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.
About the Role
We are seeking a meticulous and detail-oriented customer service Quality Assurance Analyst to join our team. The ideal candidate will be passionate about ensuring customer satisfaction and enhancing the overall customer experience. In this role, you will be responsible for monitoring and evaluating customer interactions, identifying areas for improvement, and implementing quality assurance measures to drive continuous improvement.
Responsibilities:- Monitor customer interactions across various channels (phone, email & chat) to ensure adherence to quality standards and compliance requirements
- Evaluate customer service representatives' performance based on predefined quality metrics and provide constructive feedback
- Identify trends, patterns, and issues affecting customer satisfaction and work with the team to address them
- Develop and implement quality assurance processes and procedures to improve overall customer service delivery
- Conduct regular audits and assessments to ensure compliance with company policies and procedures
- Collaborate with cross-functional teams to implement quality improvement initiatives and drive positive change
- Provide regular reports and insights to management on quality performance and trends
- Stay up-to-date with industry best practices and trends in customer service quality assurance
- Proven experience in customer service quality assurance or a similar role
- Strong analytical skills with the ability to interpret data and identify trends
- Excellent communication skills, both verbal and written
- Detail-oriented with a focus on accuracy and quality
- Ability to work independently and collaboratively in an asynchronous environment
- Zendesk experience is a plus
- Experience with G-Suite is a plus
