Remote Patient Experience QA Analyst

Care Sherpa; United States; On-site; USD 20,664 - 23,419; Full time

Job summary

Care Sherpa is hiring a Quality Assurance Analyst (QAA) to support our internal QA standards and monitor client quality across interactions. The QAA reviews inbound and outbound calls, chats, texts, and emails using predefined rubrics, delivering actionable feedback to improve patient experience and agent performance.

The QAA reports directly to the QA Team Leader and collaborates with the client care team to drive continuous improvements.

Qualifications

• 6+ months of experience in a call center QA, coaching, or evaluation role, with some prior phone/call-handling experience.
• Strong active listening skills to assess tone, rapport, and professionalism across calls, chats, texts, and emails.
• Ability to provide constructive feedback using structured rubrics.
• Proficiency with spreadsheets (Excel or Google Sheets).
• High attention to detail and consistency when scoring multichannel interactions.
• Ability to work independently and stay objective.
• Excellent written and verbal communication; coaching notes must be actionable.

Responsibilities

• Review patient interactions across calls, chats, texts, and emails.
• Grade against quality performance standards.
• Provide constructive feedback and coaching notes.
• Identify positive and negative quality trends.
• Report insights to QA Team Leader.

Skills

Active listening

Constructive feedback

Call center QA

Excel/Sheets

Multitasking

Typing speed

Communication

CRM experience

Tools

QA scoring platforms

CRM experience

Job description

Care Sherpa is hiring a Quality Assurance Analyst (QAA) to support our internal QA standards and monitor client quality across interactions. The QAA reviews inbound and outbound calls, chats, texts, and emails using predefined rubrics, delivering actionable feedback to improve patient experience and agent performance.

The QAA reports directly to the QA Team Leader and collaborates with the client care team to drive continuous improvements.