Senior QA Analyst, Customer Experience

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

Responsibilities: 

• Conduct weekly quality audits for customer service interactions across all channels including email, phone, chat, Concierge, and EMR 
• Maintain expert-level knowledge of all CX processes and service expectations 
• Assist with audit reviews and provide feedback and coaching to QA analysts
• Recommend responsibilities and provide training and ongoing feedback for QA analysts
• Facilitate calibration sessions to develop and maintain high overall calibration levels within our internal teams and with our contact center partners 
• Contribute recommendations related to existing QA processes and assist with process and content updates as assigned 
• Work in parallel with supervisors to support new hire onboarding and to ensure quality expectations are established
• Provide training support related to QA as needed for new hire classes
• Ensure training material is up-to-date and managed effectively and new hires and staffing updates are added to MaestroQA
• Identify and report regularly on up-training needs from quality trends
• Facilitate, set agendas, expectations, goals, and scheduling for necessary QA meetings including calibrations, internal meetings, and call center <> HQ meetings
• Identify scorecard pain points and areas of opportunity and make recommendations to adjust scoring criteria or expectations as needed
• Report on QA team KPIs on a WoW/MoM/quarterly basis, sharing with key stakeholders to ensure the team is functioning well from a quality perspective
• Support the CX team by working in the queues when ticket volume is high

Requirements: 

• 2-5 years experience in and/or supporting customer-facing teams
• 2+ years experience in quality assurance management, preferably in a contact center environment with high expectations related to personalized service
• Ability to balance complex tasks with efficient execution in a fast-paced environment
• Excellent problem solving and effective communication skills with a high attention to detail and quality
• Strong planning, organizational and time management skills and ability to manage/adapt to changing priorities easily
• Self-starter mindset who also thrives when collaborating with working teams
• Demonstrated ability to effectively provide feedback and coaching 
• Strong decision making and change management skills with a demonstrated ability to balance independent decision-making with bringing in others for additional perspective 
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
• Proficient to advanced knowledge of Google Sheets and strong data analysis skills
• Advanced knowledge of MaestroQA preferred
• Looker experience preferred

DIVERSITY STATEMENT

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance

An estimate of the current salary range is $50,000 - $75,000. H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.

The actual amount will take into account a range of factors that are considered