Quality Assurance Associate, Enrollment

Thyme Care, Inc.; United States; Remote; USD 89,544,000 - 96,432,000; Full time

Benefits offered by this job

Medical Insurance

Vacation Policy

Job summary

Thyme Care, Inc. is seeking a Quality Assurance Associate to ensure high-quality interactions for prospective members through Enrollment QA audits and expert-focused quality reviews.

You will calibrate scoring with QA Coordinators and Enrollment Team Leads, identify trends, and recommend improvements to QA rubrics, processes, and workflows. You will also bring data-driven rigor, partner with leadership, and help optimize Capacity, our AI-powered QA platform, to ensure accurate and reliable

Qualifications

• 5+ years of call center quality assurance experience, preferably in healthcare.
• Experience improving QA tools and processes and coaching others toward success.
• Ability to analyze QA data and translate insights into actionable improvements.

Responsibilities

• Review QA Coordinator audits for accuracy and alignment with standards.
• Lead calibration sessions to strengthen scoring consistency across teams.
• Identify quality trends and opportunities; recommend changes to rubrics and workflows.
• Participate in onboarding and training of new QA team members.
• Help train and optimizeCapacity AI platform for reliable QA insights.
• Collaborate with Enrollment leadership to drive training and coaching improvements.
• Support cross-functional partnerships to translate QA insights into actions.

Skills

Call center QA

Healthcare QA

Quality tooling

Training & coaching

Tools

Capacity AI platform

Job description

OUR MISSION

We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond.

Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers.

As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer.

Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters.

YOUR ROLE

As a Quality Assurance Associate, you’ll play a key role in ensuring the Enrollment Team delivers high-quality, compassionate, and effective interactions with prospective members. The Enrollment Team serves as the first point of contact for individuals considering Thyme Care, and your work will help ensure their experience meets our highest standards from the very beginning.

In addition to conducting Enrollment Specialist call audits, you’ll also be responsible for reviewing QA Coordinators’ evaluations to ensure audits are accurate, consistent, and aligned with established quality standards. You’ll act as a Subject Matter Expert on the Enrollment Quality team, leading calibration sessions with QA Coordinators and Enrollment Team Leads, identifying trends and opportunities, and recommending thoughtful changes to existing QA rubrics, processes, and workflows.

You’ll also bring analytical and technical rigor to the role. Working closely with Quality Team Lead and Enrollment Leadership more broadly, you’ll use data to surface insights and advance strategic quality initiatives. You’ll play an important role in training and optimizing Capacity, our new AI-powered QA platform, helping ensure the technology evaluates interactions accurately and supports our broader quality goals.

This role reports to the Team Lead, Enrollment Quality Assurance.

WHAT YOU’LL DO

In Your First 3 Months, You Will:

• Develop a deep understanding of Thyme Care’s systems, Enrollment workflows, member journey, QA rubrics, and overall quality philosophy.

• Conduct call audits and develop expertise in our Enrollment QA rubric and standards.

• Review QA Coordinator audits for accuracy, consistency, and alignment with established standards.

• Lead regular calibration sessions with QA Coordinators and Enrollment Team Leads to strengthen scoring consistency and shared expectations.

• Identify quality trends, scoring discrepancies, and improvement opportunities, and provide data-informed recommendations to Enrollment and QTE leaders.

• Evaluate existing QA rubrics and processes and propose changes that improve clarity, consistency, and effectiveness.

• Support the onboarding and training of new QA team members.

• Identify opportunities to strengthen how QA findings and feedback inform training, coaching, and workflow improvements.

• Build proficiency in Capacity and contribute to training and refining the AI platform so it can evaluate Enrollment interactions accurately and reliably.

On an Ongoing Basis, You Will:

• Review QA Coordinator audits to confirm scoring accuracy, consistency, and adherence to established quality standards.

• Conduct targeted call audits to validate trends, investigate discrepancies, and maintain a firsthand understanding of the member experience.

• Facilitate ongoing calibration sessions with QA Coordinators and Enrollment Team Leads, using examples and data to align scoring and reinforce quality expectations.

• Analyze QA data in spreadsheets to identify trends, outliers, risks, and opportunities for improvement.

• Recommend and help implement updates to existing QA rubrics, processes, frameworks, and tools.

• Partner with Enrollment leaders as a strategic thought partner, influencing how we train, coach, and measure the effectiveness of the team.

• Partner cross-functionally with QTE, Enrollment Leadership, and Analytics to translate QA insights into meaningful training, coaching, and operational improvements.

• Help train, test, and optimize Capacity, ensuring the AI platform produces accurate, actionable, and reliable quality insights.

• Support the onboarding and development of QA Coordinators and other new QA team members.

• Contribute to a culture of excellence, empathy, accountability, and continuous improvement across the organization.

WHAT LEADS TO SUCCESS

• Relevant experience. You have 5+ years of experience in call center quality assurance, ideally within healthcare. You have experience improving QA tools and processes and coaching others toward success.

• Quality assurance expertise. You have experience with quality auditing, audit validation, calibration, coaching, and feedback in a service-oriented environment. You understand how to evaluate auditor accuracy and promote consistent scoring across a QA team.

• Operational orientation. Creating and improving processes is second nature to you. You build repeatable, reliable, and efficient processes and can train others to follow them successfully.

• Analytical strength. You’re highly proficient in spreadsheets and can confidently organize, analyze, and interpret data using formulas, filters, pivot tables, and other relevant tools. You’re comfortable working with data, identifying trends and outliers, and translating your findings into practical recommendations and improvements.

• Technical proficiency. You’re comfortable learning, testing, and working within new technology platforms. You’re excited to help train and optimize an AI-powered QA tool and can identify when technology-generated results require further review or refinement.

• Effective listening and communication. You are persuasive and articulate, but you always begin by listening. You can lead productive calibration discussions, communicate feedback clearly, and build trusted working relationships with colleagues.

• Act with our members in mind. Thyme Care’s mission—and the experience we create for our members—matters deeply to you. You approach quality with empathy and understand the impact each interaction can have on someone navigating cancer.

• Move with purpose. You’re biased toward action and know how to identify, prioritize, and respond to urgent and important needs. You proactively solve problems and go the extra mile for others.

• Seek diverse perspectives. You are humble, curious, and proactive about seeking feedback. You value different viewpoints and are always looking for ways to learn and grow.

• Comfort with ambiguity. You understand that changes to business needs, strategy, organizational structure, and priorities are part of the work at a fast-growth startup.

• A desire to learn and use new technologies. We are a technology company focused on supporting people during a season when they need it most. You have experience with—or are comfortable learning—AI-powered QA platforms, video conferencing software, Google Workspace, Slack, electronic health records, and other software applications.

OUR VALUES

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

This is a non-exempt, full time position. The pay rate for this role is $31.25 per hour. To perform this role you must be located within the lower 48 United States due to contractual limitations with accessing PHIs. We offer a choice of great medical, dental, and vision insurance plans as well as a generous vacation policy for full-time employees, so you can prioritize the most important parts of your life.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.