Job Description
Title: QA Analyst, Customer Experience
Location: Remote
Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care from wherever is most convenient for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol HIMS .
Responsibilities:
- Conduct weekly quality audits for customer service interactions across all channels including email, phone, chat, Concierge, and EMR
- Maintain expert-level knowledge of all CX processes and service expectations
- Provide training support related to QA as needed for new hire classes
- Contribute recommendations related to existing QA processes and assist with process and content updates as assigned
- Assist with QA meetings including calibrations, internal meetings, and call center <> HQ meetings as needed
- Surface knowledge gaps, trends, and areas of opportunity for new or revised up-training and CX processes
- Prioritize tasks and projects and manage time effectively in order to meet deadlines
- Contribute to regular calibration calls weekly
- Meet or exceed expectations related to QA productivity and performance
- Support the CX team by working in the queues when ticket volume is high
Requirements:
- 2-5 years experience in and/or supporting customer-facing teams
- 6+ months in a CX agent role at hims and hers with demonstrated, advanced proficiency in all aspects of the role
- Strong planning, organizational, and time management skills and ability to manage/adapt to changing priorities easily
- Self-starter mindset who also thrives when collaborating with working teams
- Excellent problem solving and effective communication skills with a high attention to detail and quality
- Exceptional written communication skills including strong spelling and grammar
- Strong decision making skills with a demonstrated ability to balance independent decision-making with bringing in others for additional perspective
- Demonstrated ability to provide valuable, objective feedback and coaching related to agent performance and service delivery
- Knowledge of MaestroQA preferred
DIVERSITY STATEMENT
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance
An estimate of the current salary range is $25,000 – $50,000. H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.
The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to, skill sets, experience and training, licensure and certifications, and location.
Consult with your Recruiter during any potential screening to determine a more targeted range based on the job-related factors. We don’t ever want the pay range to act as a deterrent from you applying!