Quality Assurance Associate

As a Quality Assurance Associate, you’ll take a lead role in ensuring the Enrollment Team delivers high-quality, compassionate, and effective interactions with prospective members. This team serves as the first point of contact for individuals considering Thyme Care, and your work will ensure their experience meets our highest standards from the very beginning.

You’ll go beyond auditing calls—you’ll design a new QA rubric and process, bring analytical rigor to surfacing trends, proactively recommend improvements to training and workflows, and collaborate cross-functionally with QTE, Enrollment Leadership, and Analytics teams to drive strategic quality initiatives. You’ll serve as a quality expert and trusted partner across the Enrollment Team.

This role reports into the QTE Manager..

WHAT YOU’VE DONE

In Your First 3 Months, You Will:

• Deeply understand Thyme Care’s systems, Enrollment workflows, member journey, and QA philosophy.
• Fully own the review and scoring of Enrollment Team interactions.
• Identify quality trends and provide insight-driven recommendations to Enrollment and QTE leaders.
• Identify areas for redesign related to the QA process
• Build out the QA team and onboard and train new hires
• Identify the right processes and opportunities for improving feedback from QA processes to redesign training

On an Ongoing Basis, You Will: 

• Be viewed as a strategic thought partner by Enrollment leaders, influencing how we train, coach, and measure the effectiveness of our team.
• Drive redesign and improvements in our QA processes, frameworks, and tools.
• Contribute to a culture of excellence, empathy, and continuous improvement across the organization.
• Scale the QTE function in partnership with the QTE Manager and the Training Team members

WHAT LEADS TO SUCCESS

• Act with our members in mind. Thyme Care’s mission, and in particular our member experience, matters deeply to you.
• Move with purpose. You’re biased to action. You know how to identify and prioritize your initiative’s needs, and do what it takes to ensure that urgent and important needs are acted on immediately.  You’re always solving problems and going the extra mile for others.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• Operational orientation. Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly.
• Analytically strong. You’re comfortable with data, can spot trends and outliers, and use insights to drive decisions and improvements.
• Expertise. You’ve worked in service-oriented roles and have familiarity with quality auditing, coaching, and feedback.
• Experienced. You’ve spent 3–5+ years in quality assurance, coaching, training, or a related operational role, ideally in a healthcare, customer experience, or contact center environment. You have experience developing QA tools and coaching others to success.
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. You build rapport, trust, and great working relationships with colleagues.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
• A desire to learn how to use new technologies. We are a technology company focused on interacting with folks during the season where they need it most. You have experience with video software, Google Suite, Slack, and electronic health records, or you are comfortable with learning new software applications.

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

This is a non-exempt, full time position. The pay rate for this role is $31.25-$40.87/hour.