What are the responsibilities and job description for the Quality Assurance & Customer Success Trainer position at Gifthealth?
If you are a dedicated and compassionate individual eager to make a meaningful contribution to patient care, we encourage you to apply for the Customer Service Representative role in our thriving call center. Join our team and contribute to improving healthcare experiences for our patients.
About Gifthealth:
Gifthealth is dedicated to simplifying and democratizing the pharmacy experience for patients and providers nationwide. In less than a year, we have already served thousands of patients and are rapidly expanding on a national level. We believe that health should be prioritized, not privileged, and we are committed to this mission. Come join us at Gifthealth!
About the Role:
We’re looking for a dedicated and experienced Quality Assurance & Customer Success Trainer to join our team. In this role, you will play a critical part in elevating our customer experience by developing and delivering training programs, monitoring performance, and ensuring our team meets the highest standards of service.
You’ll work closely with leadership, quality assurance analysts, and customer success agents to create a culture of excellence, consistency, and continuous improvement.
Key Responsibilities:
- Develop, implement, and lead comprehensive training programs for new hires and tenured agents.
- Monitor and evaluate agent interactions to ensure quality standards are met.
- Provide regular feedback and coaching to agents based on QA evaluations.
- Create and maintain training materials, manuals, and SOPs.
- Collaborate with team leaders and managers to identify training needs and performance gaps.
- Track training effectiveness and make data-driven improvements.
- Support onboarding and ongoing education for Customer Success team members.
- Stay up-to-date with product updates, system changes, and customer success best practices.
Qualifications:
- 4-5 years of experience in a call center environment, with a focus on quality assurance and/or training.
- Strong understanding of customer service principles and call center operations.
- Experience in developing and delivering training content in both group and one-on-one settings.
- Excellent communication, coaching, and presentation skills.
- Proficient in using QA and CRM tools (Zendesk or similar platforms preferred).
- Detail-oriented with a passion for process improvement and performance development.
- Positive attitude and team-player mentality.
Preferred Qualifications:
- Experience in customer success or tech support environments.
- Familiarity with learning management systems and QA scorecards.
- College degree preferred.
Our Offer:
- A highly rewarding position addressing real-world challenges for individuals relying on affordable medication access.
- Generous vacation package.
- Comprehensive healthcare benefits offered by Gifthealth.
- Competitive compensation ranging from $25.00 to $27.00 per hour, based on experience and performance.
- Option for hybrid work is available for Full-Time employees once specific metrics are accomplished.
To apply, kindly submit your resume and a cover letter outlining your relevant experience and explaining why you are an ideal fit for this role. We look forward to receiving your application!
Salary : $25 - $27
