Job description
About Carrot:
Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life’s most memorable moments. Trusted by many of the world’s leading multinational employers, health plans, and health systems, Carrot’s proven clinical program delivers exceptional outcomes and experiences for members and industry-leading cost-savings for employers. Its award-winning products serve all populations, from preconception care through pregnancy, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot offers localized support in over 170 countries and 25 languages. With a comprehensive program that prioritizes clinical excellence and human-centered care, Carrot supports members and their families through many of the most meaningful moments of their lives. Learn more at get-carrot.com.
The Role:
We are adding a role to our Operations team to further expand our quality efforts. The Quality Assurance Analyst will have dynamic responsibilities that will improve processes, minimize errors, and enhance efficiency, ultimately improving customer service and risk.
- We are looking for a detail-oriented individual with strong analytical skills who can work with cross-functional teams, including commercial, finance, and enablement to drive meaningful change
- Own and maintain the Quality program with the core responsibility of ensuring data is consistent across various data sources (Salesforce, Tableau, Ironclad). Must be comfortable handling large amounts of data and be proficient in Google Sheets or Excel
- Proactively identify areas of opportunity to drive efficiency and improve quality standards by collaborating with cross-functional stakeholders to implement system automations
- Generate and present timely QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making
- Contribute to the strategy and roadmap for a robust Quality program aligned with Carrot’s overall business goals and objectives
- Help develop strategies that support improvement and contribute to an overall culture focused on continuous improvement in the work we do for our customers
- Collaborate with cross-functional teams (e.g., Commercial, Enablement, Finance), aligning with leaders and communicating with employees to effectuate policies and procedures that drive consistency and facilitate the achievement of quality standards
- Support and educate the Commercial team to adhere to established policies and procedures and achieve quality KPIs through activities such as office hours, opportunity review exercises, ad-hoc support, etc
- Collaborate with the Enablement team to roll out documentation, training and educational content on policies, procedures, and best practices serving the Commercial team
- Regularly gather insights and feedback from Commercial leaders to ensure that the appropriate process items are being monitored and measured
The Team:
The mission of the Carrot Operations team is to drive efficiency and position our customer-facing, member-facing, and broader operational teams across Carrot to provide best-in-class service to their constituents. We support these teams to achieve established team-level KPIs, by:
- Managing the critical systems and tools our colleagues rely on to excel at their jobs - from procurement, business relationship management, setup, ongoing configuration and maintenance
- Providing governance and centralized management of key business functions to drive consistency and quality across the organization
- Driving cross-functional communication and collaboration - within and outside of the Operations department - to support business-critical processes and tools
- Proactively seeking out, defining, prioritizing, and executing on key initiatives that drive operational efficiency across all operational teams, and enabling the organization as a whole to scale in a fiscally responsible fashion.
- Bringing operational insights to life - defining, measuring, and reporting on department and team-level KPIs and performance goals
Minimum Qualifications:
- 3+ years of experience leading quality initiatives and performing in a quality role
- Proficiency in CRM (ie Salesforce), CLM (ie Ironclad), and Google Sheets / Excel
- Attention to detail and a high level of thoroughness in work outputs
- Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders
- Ability to manage multiple priorities, work independently, and thrive in a fast-paced environment
Preferred Qualifications:
- Knowledge of Six Sigma principles, including certifications
- Problem-solving mentality and a results-driven approach
- Demonstrated use of critical thinking skills to solve complex problems and develop effective processes
- Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement
- Ability to drive change and continuous improvement initiatives to enhance the overall quality of customer operations
- Experience in conducting root cause analysis and implementing corrective actions to address quality issues
Why Carrot?
Carrot has received national and international recognition for its pioneering work, including Fast Company’s Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.
