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CX Lead, Diagnostics & Quality

1 hour, 27 minutes ago
Anywhere
Full-time
Mid Level
Customer Success
Quality Assurance and Testing
Apply Now
Lifeforce

Lifeforce

Lifeforce brings together in-depth diagnostics, nutraceuticals, hormone optimization, clinical support, and performance coaching to help you understand your body, live at your peak, and look, feel, and function at your best. Founded in Santa Monica, Li...

Health Care Providers & Services
11-50
Founded 2021
View All Jobs 3

Description

  • Run weekly QA audits across five CX teams and email, SMS, and phone channels using Rippit scorecards.
  • Provide specific agent feedback, track coverage and performance, and escalate critical member-impacting errors.
  • Analyze QA results and CSAT to identify training, documentation, tooling, process, and compliance gaps.
  • Own QA scorecards, rubrics, sampling, workflows, calibration sessions, and automation improvements.
  • Manage lab and phlebotomy partner relationships, including performance tracking, issue escalation, and resolution.
  • Monitor diagnostics metrics such as redraw rate, turnaround time, requisition errors, and blood-draw CSAT.
  • Support franchise center teams and RNs with diagnostics issues and coordinate special-event support.
  • Work directly in Zendesk across email, SMS, and phone, handling complex diagnostics escalations.
  • Maintain Guru, Help Center, macros, and Zendesk documentation, and support quality readiness and training.

Requirements

  • 3–5 years of customer support or CX experience, including lead, QA, or senior agent experience.
  • Hands-on experience running or contributing to a QA program with rubric-based scoring, calibration, and feedback.
  • Experience managing vendor or partner relationships and driving escalated issues to resolution.
  • Strong Zendesk experience across email, SMS, and phone.
  • Ability to track metrics, build reports, identify trends, and explain findings.
  • Clear written and verbal communication skills, including direct and constructive feedback.
  • Strong organization and ability to balance QA, partner management, and queue responsibilities.
  • Self-directed and effective in a fully remote environment.
  • Healthcare, diagnostics, telehealth, or lab-services experience preferred.
  • Experience with Rippit, MaestroQA, QA automation or AI tools, lab ordering, requisitions, mobile phlebotomy, Guru, Slack, or order management systems preferred.

Benefits

  • Remote working environment.
  • Company-provided computer and required equipment.
  • Healthcare, dental, vision, and life insurance.
  • Complimentary Lifeforce membership for full-time employees.

Interested in this position?

Apply directly on the company website

Apply Now

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