Care Experience Quality Lead
New
C
Charlie Health Internal CandidatesBehavioral healthcare
Remote, United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2-4+ years
- Required Skills
- Data AnalysisSalesforceMicrosoft OfficeQuality AssuranceCustomer SuccessGoogle Workspace
Requirements
- 2-4+ years of relevant work experience in customer success, care coordination, call center management, or a related healthcare field.
- Proven experience in customer service, complaint resolution, or quality assurance roles within healthcare, hospitality, or service industries.
- Strong track record of using data to drive decision-making and measure performance.
- Exceptional communication, interpersonal, listening, and relationship-building skills.
- Resourceful problem-solving abilities to handle ambiguous business scenarios.
- Proactive self-starter with a natural ability to multitask.
- Experience with Qualtrics.
- Proficiency with Salesforce, Google Suite, Microsoft Office, and online conferencing tools.
- Native or bilingual English proficiency.
- Bachelor's degree in a relevant field such as Business Administration or Hospitality Management is preferred.
Responsibilities
- Manage the end-to-end process of handling customer complaints, ensuring timely and satisfactory resolutions.
- Investigate root causes of complaints and implement corrective actions to prevent recurrence.
- Serve as the primary point of contact for escalated client issues, addressing concerns promptly and effectively to restore confidence and trust.
- Develop and implement quality assurance protocols and standards to uphold service excellence.
- Conduct regular audits, monitor performance metrics, and identify areas for improvement.
- Collaborate with departments like customer support, operations, and product development to address systemic issues.
- Analyze customer feedback and service metrics to identify trends and drive strategic decision-making.
- Refine internal processes related to complaint handling and escalation management to maximize efficiency.
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