Customer Support Quality Assurance Analyst

at  Fullscript

Fullscript is making optimal care easy for everyone. Through our care delivery platform, health practitioners can seamlessly design personalized health plans, provide support and education tools, and effortlessly prescribe and manage the use of healthcare’s best supplements — all in one place.
Since 2011, Fullscript has enabled over 90,000 practitioners to deliver care and has helped more than 5.5 MIL patients follow a path to wellness. And we are just getting started.
Come build a healthier future with us.
Our Customer Success team is looking for an experienced Quality Assurance Analyst. In this role, you’ll be critical in upholding our commitment to delivering an exceptional and consistent customer experience.
Reporting to the Manager of Training, the selected candidate will partner closely with CS Team Leads and Managers to support the performance management efforts of agents, analyze and relay department support trends, and identify opportunities to achieve department goals and objectives.

• Review support conversations with a critical, thoughtful eye, ensuring alignment and objectivity.
• Evaluate scorecard results, CSAT survey responses, policies, and procedures to identify department trends and training opportunities for continuous improvement.
• Maintain and develop scorecards to improve the performance of support agents of any tenure and contribute to the achievement of SLAs and objectives of the larger Customer Support department.
• Lead scorecard calibration sessions with Leads and Managers and oversee auditing activities (i.e., review the reviewer).
• Stay on top of industry trends and methodologies to evolve the program over time.
• Support the Training program by shadowing new support agents and targeting QA efforts to develop new talent.