What are the responsibilities and job description for the Quality Assurance Auditor position at LifeMD?
About us
LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.
About the role
LifeMD is currently seeking a QA Auditor to join our Quality Assurance Team. The QA Auditor uses subject-matter knowledge of Virtual Primary Care to record the accuracy and completeness of tasks performed by other Call Center Operations and Provider Interactions.
Responsibilities
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Monitors customer care email responses
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- Perform other duties as assigned
- 2-3 years Call Center Experience
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Solid time management skills
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- Bi-lingual (English-Spanish) a plus
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
