Position Title: Quality Associate (Contact Center, Member Services)

Reporting to: Sr. Director of Member Service Operations

Location: Chapel Hill, NC 

Salary Range: $47,000

Bonus Potential: 6% of salary (paid quarterly)

About the Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.

Note that all new hires at Well are required to adhere to our COVID Vaccination Requirement Policy to keep our team, their families and our communities safe and healthy.

About the Team:The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. Our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! The primary member-facing role (contact center “agent”) is the Well Guide, who answers questions related to medical benefits, coaches our members to set and obtain their health goals, and helps them navigate the healthcare system.

About the Role: 

We’re looking for a collaborative individual to join our Quality team. In your role, you’ll conduct weekly QA scoring that focuses on Well Guide adherence to our policies and procedures in their interactions with members via chat and phone. You’ll also participate in weekly QA meetings to share insights and themes observed while scoring the Well Guide interactions. This detailed analysis informs training and coaching opportunities to be conducted between our Well Advisors (supervisors) and Well Guides. Given the nature of work, employee privacy is of the utmost importance in this role. 

Key Responsibilities :

• Serve in all aspects of Member Services quality assurance, including call / chat monitoring, evaluation, and calibration scoring. 
• Independently perform call and chat scoring using an internal quality scorecard to compile and track performance at the team and individual level. 
• Participate in weekly QA reviews with the Member Services Leadership team, supporting feedback sessions with observational themes identified in the weekly scoring.
• Track, identify and analyze quality data to provide recommendations for improvements to Member Services Leadership regarding adherence to our policies and procedures, missed opportunities or continued training. 
• Participate in cross-functional stakeholder meetings, where quality data and trends are surfaced and actioned.

Critical Skills/Competencies

• Excellent verbal and written communication skills – ability to clearly articulate complex information to varied constituencies
• Strong organizational skills, attention to detail, and the ability to prioritize and multitask
• Self-motivated with a demonstrated work ethic 
• Excellent analytical and critical thinking skills
• Demonstrated ability to work well with others in a team setting
• Proficiency with digital applications and computers in order to effectively operate within company systems and programs (e.g. Google’s G-Suite, CRM)
• Comfortable working in a fast paced, ever evolving environment, where trust, safety and employee privacy are paramount

Education and Experience

• 2-3 years in Operations, Customer Service, Training or Client Success required
• Associate’s or Bachelor's Degree or relevant combination of work experience 

Location Specifications

• This role is located on-site in Chapel Hill, NC.

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team. 

Applicants must be currently authorized to work in the United States on a full-time basis.