Remote CX Lead: Diagnostics & Quality

Lifeforce; Oregon; 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 in a hybrid role. You will own the CX QA program across multiple teams and lead the diagnostics program with lab and phlebotomy partners, while staying hands-on in the queue to handle escalations.

You will manage QA scoring, partner relationships, and diagnostics metrics, driving automation, reporting, and improvements aligned with Lifeforce processes. This role reports to CX leadership and collaborates with Diagnostics, Clinical Operations,

Qualifications

• 3–5 years of CX experience including lead, QA, or senior agent role.
• Hands-on experience running a QA program with rubrics and calibration.
• Experience managing vendor or partner relationships and escalations.
• Strong communication skills via phone and video with teams and partners.
• Proficient with Zendesk across email, SMS, and phone.
• Comfortable with data: tracking metrics, building reports, spotting trends.
• Fully remote work capability.

Responsibilities

• Audit member interactions weekly across Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX. Score in Rippit against CX scorecards.
• Provide agent feedback with concrete examples and coaching.
• Manage CX scorecards, rubrics, review assignments, sampling, and workflows in Rippit.
• Lead diagnostics partner relationships and track performance for labs and phlebotomy.
• Handle Zendesk queue and complex diagnostics escalations across channels.
• Prepare and distribute weekly Quality and Diagnostics reporting for CX leadership.
• Coordinate diagnostics support for events and franchise partner locations.

Skills

QA program management

Vendor management

Zendesk proficiency

Data analysis

Remote work

Tools

Zendesk

Rippit/MaestroQA

Job description

Lifeforce is hiring a CX Lead, Diagnostics & Quality in a hybrid role. You will own the CX QA program across multiple teams and lead the diagnostics program with lab and phlebotomy partners, while staying hands-on in the queue to handle escalations.

You will manage QA scoring, partner relationships, and diagnostics metrics, driving automation, reporting, and improvements aligned with Lifeforce processes. This role reports to CX leadership and collaborates with Diagnostics, Clinical Operations,