Quality Assurance Analyst

October 17

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Carrot Fertility

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fertility • employee benefits • fertilitybenefits • healthcare • fertilitycoverage

201 - 500

💰 $75M Series C on 2021-08

Description

• Develop the strategy and roadmap for a robust Critical to Quality program aligned with Carrot’s overall business goals • Design and implement a scalable QA framework encompassing customer service operations • Conduct inspections and quality audits on critical areas of work for customers and members • Conduct detailed analysis to identify trends, issues, and areas for improvement • Ensure timely and reliable delivery of quality metrics to provide insights and improve performance • Generate and present comprehensive QA reports and metrics to leadership for data-informed decision-making • Help develop strategies that support improvement and contribute to a culture focused on continuous improvement • Leverage quality review data points to identify root causes and help quantify the ‘cost’ of errors • Educate the team on quality control processes, expectations, and reporting • Implement quality reviews for new or improved procedures to measure adoption and effectiveness of the change • Collaborate with cross-functional teams to effectuate policies and procedures driving consistency and achievement of quality standards • Support the Customer Success and Customer Management teams to achieve quality KPIs • Continually analyze performance data to identify opportunities to drive efficiency and mitigate quality risks • Establish a mechanism for tracking and reporting on quality metrics and performance • Collaborate with the CS Enablement team to roll out documentation and training on policies and procedures • Regularly gather insights from CS and CM leaders to ensure appropriate process items are being monitored

Requirements

• 3+ years of experience leading quality initiatives and performing in a quality role • Strong knowledge and understanding of quality assurance principles, methodologies, and best practices • Attention to detail and high level of thoroughness in work outputs • Proven experience in developing and implementing quality assurance programs and processes • Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders

Benefits

• Health and wellness benefits • Retirement savings plans • Short- and long-term incentives • Parental leave • Family-forming assistance • Competitive compensation package