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Marketplace Quality Specialist

Title: Marketplace Quality Specialist

Location: Remote

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.

Marketplace Quality Assurance Specialist

As a Quality Specialist within the Customer Operations Department at Clipboard Health, you will hold a vital role in upholding the quality and excellence of our customer and marketplace operations processes. Your meticulous attention to detail, analytical prowess, and dedication to maintaining uncomfortably high standards will be instrumental in ensuring that our customers receive exceptional service. Join us in our mission to revolutionize healthcare staffing through your contributions to the customer experience.

Responsibilities

  1. Quality Monitoring: Regularly assess customer interactions, including calls and emails, to ensure representative adherence to established quality standards.
  2. Performance Evaluation: Collaborate with management to evaluate the performance of customer operations representatives, identifying areas for improvement and providing feedback that meets our standards.
  3. Process Enhancement: Continuously review and refine customer operations processes to enhance efficiency, accuracy, and overall quality of service.
  4. Reporting and Analysis: Compile and analyze quality data to identify trends, issues, and opportunities for improvement.
  5. Training and Development: Contribute to the development of training materials and participate in training sessions to onboard new customer support team members, emphasizing quality benchmarks.
  6. Quality Advocacy: Serve as a champion of quality within the department, promoting a culture of excellence and encouraging continuous improvement initiatives.
  7. Collaboration: Work closely with customer operations managers, team leads, and other departments to address quality-related concerns and align strategies for exceptional customer experiences.

Must haves

  • Experience: Minimum of 3 experience in quality assurance, preferably within a customer support or contact center environment.
  • Analytical Skills: Proficient in data analysis for actionable operational insights.
  • Uncomfortably high standards: Keen eye for detail and an unwavering commitment to maintaining high standards of accuracy and professionalism.
  • Communication: Excellent written and verbal communication skills to provide clear feedback, collaborate effectively, and communicate quality-related findings.
  • Problem-Solving: Proven ability to identify root causes, develop solutions, and adapt.
  • Adaptability: Flourishes in dynamic, fast-paced settings, managing multiple priorities.
  • Tech Proficiency: Familiarity with relevant software tools and platforms used in customer support and quality assurance activities.
  • Quality Mindset: Innately driven by excellence.