Enrollment Quality Assurance Associate

Summary

Join Thyme Care as a Quality Assurance Associate and play a key role in ensuring the Enrollment Team provides high-quality, compassionate, and effective interactions with prospective members. You will design a new QA rubric and process, analyze trends, recommend improvements to training and workflows, and collaborate with cross-functional teams. This role involves deeply understanding Thyme Care’s systems and workflows, reviewing and scoring Enrollment Team interactions, identifying quality trends, and building out the QA team. You will be a strategic thought partner, driving improvements in QA processes and contributing to a culture of excellence. Success requires a member-centric approach, proactive problem-solving, seeking diverse perspectives, and strong analytical skills. Experience in quality assurance, coaching, and training, ideally in healthcare or a related field, is essential.

Requirements

• 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
• This is a non-exempt, full time position

Responsibilities

• 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
• 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

Benefits

The pay rate for this role is $31.25-$40.87/hour