CX Quality & Diagnostics Lead — Remote

Lifeforce; United States; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Remote working environment

Company-provided equipment

Healthcare, Dental, Vision, Life

Lifeforce Membership for FT employees

Job summary

Lifeforce is hiring a CX Lead, Diagnostics & Quality to own quality assurance for the entire CX team and to lead the diagnostics program, including lab, phlebotomy, and partner relations. The role is hybrid, with hands-on queue work and escalation handling across Zendesk channels.

You will run the QA program day-to-day, audit interactions, provide agent feedback, and drive improvements with automation and sharper reporting for Lifeforce members.

Qualifications

• 3–5 years of CX or customer support experience.
• Experience running a QA program with rubric-based scoring.
• Experience managing vendor or partner relationships, including escalation.
• Strong written and verbal communication; proficient in Zendesk across channels.

Responsibilities

• Own the CX QA program (Rippit/MaestroQA) across Diagnostics, Rx Operations, Billing, General Support, and Clinical CX.
• Track QA results and CSAT to identify gaps and drive improvements.
• Manage lab and phlebotomy partner relationships and resolve issues.
• Provide coaching and enablement, maintain documentation and help-center materials.

Skills

Customer support

CX experience

QA program experience

Vendor management

Zendesk proficiency

Data & reporting

Tools

Rippit

MaestroQA

Job description

Lifeforce is hiring a CX Lead, Diagnostics & Quality to own quality assurance for the entire CX team and to lead the diagnostics program, including lab, phlebotomy, and partner relations. The role is hybrid, with hands-on queue work and escalation handling across Zendesk channels.

You will run the QA program day-to-day, audit interactions, provide agent feedback, and drive improvements with automation and sharper reporting for Lifeforce members.