Quality Assurance Specialist

About the role:

We are looking for a Quality Assurance Specialist, Concierge to join our Concierge team to help us maintain the highest level of service quality as we continue to scale. As a Quality Assurance Specialist, Concierge, you will be responsible for evaluating member interactions across phone, email, and messaging, ensuring they meet Garner’s standards for accuracy, empathy, and professionalism. You will provide thoughtful, actionable feedback that helps associates grow, while surfacing insights that inform training, coaching, and process improvements.

The Concierge team at Garner is responsible for guiding members through their healthcare decisions with clarity and care. They handle complex inquiries, resolve issues quickly, and ensure members have the best possible experience using Garner. By monitoring and analyzing support quality, this role ensures that every member interaction reinforces Garner’s mission to deliver exceptional care navigation, while also driving continuous improvement in how our team operates.

This position is fully remote.

What you will do:

• Review phone, email, and messaging tickets against established guidelines, ensuring fairness, accuracy, and consistency
• Deliver meaningful, constructive, and bias-free feedback to associates to drive continuous improvement
• Identify recurring issues and training gaps; collaborate with leadership to design coaching and process updates
• Participate in calibration sessions to ensure consistency of evaluations across the team
• Analyze quality and customer experience trends, providing actionable insights to leadership
• Create clear reports on support quality and performance, highlighting opportunities for improvement
• Act as an advocate for both the member experience and the Concierge team, helping to uphold Garner’s high standards of service

What you will bring to the team:

• Hands-on experience in customer service and quality assurance, preferably in a contact center or customer-facing environment
• Demonstrated ability to assess support interactions (calls, emails, chats) against established quality standards and provide actionable, constructive feedback
• Strong communication skills, both written and verbal, with the ability to explain feedback clearly and respectfully
• Solid organizational skills with experience managing multiple priorities and meeting deadlines
• Working knowledge of customer service metrics (CSAT, FRT, QA scores, etc.) and how they impact team performance
• Problem-solving skills with the ability to identify root causes and propose meaningful solutions
• Experience with QA tools and ticketing systems (Zendesk or similar platforms preferred)
• Ability to synthesize evaluation data into clear reports and outward-facing presentations for supervisors and leadership
• Capacity and willingness to hold others accountable to quality standards consistently, fairly, and without bias

Technologies we use: Zendesk, Google Sheets

Compensation Transparency:

The base salary range for this position is $60,000 - $70,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.