Quality Assurance (QA) Specialist (Remote)

At Direct Meds, we prioritize care, trust, and solutions that focus on the individual. Headquartered in Salt Lake City, Utah, we are a fast-growing national team passionate about transforming the way people access the care they need.

About the role

The Quality Assurance (QA) Specialist is instrumental in assessing customer touchpoints, fostering service excellence, maintaining regulatory compliance, and spearheading ongoing enhancements across the Customer Experience department. This individual collaborates with leadership to offer impartial assessments, pinpoint professional development needs, celebrate high achievements, and ensure the delivery of a reliable, premium patient journey.

Employment Type: Full-Time (40 hours/week)
Compensation: $23–$26 per hour
The hourly pay range listed above represents a good-faith estimate of the minimum and maximum target for this position. Actual compensation offered may vary depending on the candidate's geographic location, job-related skills, experience, and education.

Responsibilities

• Analyze phone calls, digital correspondence, and CRM records utilizing established QA metrics.
• Oversee quality benchmarks, data precision, and service standards within designated teams.
• Deliver prompt, neutral critiques and mentoring suggestions to facilitate staff growth.
• Engage in calibration meetings to uphold uniform appraisal criteria.
• Monitor performance patterns, compile analytical reports, and suggest operational refinements.
• Guarantee adherence to HIPAA regulations, internal protocols, and quality mandates.
• Support the creation of QA tools, SOP documentation, and process improvement projects.
• Report critical quality lapses, compliance breaches, or safety risks through proper channels.
• Acknowledge superior output and champion operational best practices enterprise-wide.

Every member of the Customer Experience unit is expected to engage in interdisciplinary training. This initiative produces versatile professionals, bolsters team synergy, enhances operational agility, and secures a frictionless experience for our patients.

Requirements

• Robust diagnostic, verbal, and professional mentoring capabilities.
• Exceptional precision and logical reasoning aptitude.
• Competency in evaluating engagements neutrally to drive progress.
• Superior administrative, technical writing, and data presentation skills.
• Expertise in CRM platforms, QA software, and standard productivity suites.
• Capacity to balance various tasks while upholding ethical and professional standards.

Applicants possessing a background in medical aesthetics, telehealth, or clinical environments are highly preferred. Proficiency in both English and Spanish is an asset.

Performance Expectations

• Execute precise assessments within the required timeframes.
• Uphold scoring consistency via routine calibration exercises.
• Provide effective and usable coaching input.
• Achieve targeted output and quality metrics.
• Advance operational quality, regulatory adherence, and iterative growth.
• Exhibit a patient-centric approach and high professional accountability.

Key Performance Indicators (KPIs)

• Volume of completed QA audits
• Audit completion turnaround time
• Scoring alignment and calibration variance
• Record keeping and documentation precision
• Regulatory and policy compliance metrics
• Mentorship and coaching execution rates
• Quality metric trajectories
• Success in reaching productivity targets

Benefits

• Competitive compensation
• Health, Dental, and Vision benefits
• Fully Remote Position
• Paid time off and company holidays
• Opportunities for career growth within a rapidly scaling company
• Exposure to cutting-edge therapies in wellness and longevity
• Opportunity to directly impact patient experience, employee development, and operational excellence