Make an impact by ensuring every client interaction delivers quality, consistency, and care.
About Transcarent + Accolade
Transcarent and Accolade have united to create the One Place for Health and Care, serving more than 20 million people. Together, we deliver AI-powered care navigation, advocacy, and specialized programs across cancer care, surgery, pharmacy, and more. Employers, health plans, and leading partners trust us to provide unmatched quality, outcomes, and access.
Schedule
- Full-time, remote (U.S. only; some location preferences apply)
- Flexibility required with departmental expectations for productivity and calibration
What You’ll Do
- Monitor, evaluate, and score client interactions across calls and digital channels
- Review associated documentation for compliance and accuracy
- Use dashboards and QA tools to identify performance trends and opportunities
- Provide feedback on policy adherence, compliance, and customer experience quality
- Recommend process improvements to reduce inefficiencies and enhance client outcomes
- Partner with Learning & Development to design customized learning opportunities
- Support call calibrations and ensure consistent application of service standards
- Document and share insights with leadership to drive continuous improvement
What You Need
- Bachelor’s degree OR High School Diploma/GED plus 5+ years of relevant experience
- Background in customer care or call center environment
- Previous QA or call monitoring experience preferred
- Strong written and verbal communication skills
- Analytical, detail-oriented, and comfortable with ambiguity and change
- Ability to prioritize, stay focused, and meet productivity goals
- Knowledge of HIPAA and compliance requirements (preferred for internal candidates)
Compensation & Benefits
- Hourly rate: $22.35
- Bonus program eligibility + stock options
- Comprehensive medical, dental, vision, life, and disability benefits
- Generous employer HSA contributions (HDHP plan)
- 401(k) with employer match
- Accrued vacation, sick, and safe time off
- Paid parental leave
- 8+ paid holidays + 5 floating holidays
- Virtual access to coaching, therapy, and psychiatry through Headspace
- Volunteer day annually
- Subsidized commuter benefits (where applicable)
Join a team focused on disrupting healthcare with quality, compassion, and innovation.
Happy Hunting,
~Two Chicks…