Member Experience Quality Specialist

About Cleo: At Cleo, we make a real impact by doing work that matters: helping working caregivers be their best at home and at work.
Cleo is a family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of guides and specialists – parent and maternity coaches, doulas, lactation consultants, sleep experts, adult care specialists, health & wellbeing coaches and more – with a powerful technology platform that helps every working caregiver succeed.
Cleo is offered by over 180 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, Red Bull, and Pinterest. We’re expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector. Now were looking for experienced and passionate team members like you to join us.
Title: Member Experience Quality Specialist
Overview The Member Experience Quality Specialist ensures exceptional service by performing regular and ad-hoc audits of member interactions across various channels (phone, video, chat, etc.) to assess compliance with quality standards. This role assists in creating and disseminating quality improvement resources, maintaining accurate records of audit activities, and keeping the knowledge management system up to date. Additionally, the Specialist ensures all member-facing materials and internal resources are current and accurate, and collaborates with the Member Experience Quality Manager to update and maintain quality assurance policies, procedures, and training materials. Key Responsibilities

• Perform regular and ad-hoc audits of member interactions across various channels (phone, video, chat, etc.) to assess compliance with quality standards
• Assist in the creation and dissemination of quality improvement resources, including guidelines, checklists, and best practices
• Maintain accurate records of audit activities, findings, and corrective actions
• Keep knowledge management system up to date ensuring quality resources for Guide and Specialist team
• Ensure all member-facing materials and internal resources are current, accurate, and aligned with company standards
• Collaborate with the Member Experience Quality Manager to update and maintain quality assurance policies, procedures, and training materials

Experience & Education Requirements

• Working knowledge of tools, methods and concepts of quality assurance
• Excellent data collection skills
• Proven strong attention to detail
• Experience in health tech/remote work preferred

Competencies

• Time Management: Able to manage multiple tasks and projects simultaneously.
• Technical skills: Can follow complex workflows and audit for accuracy.
• Data Entry skills: Able to accurately and efficiently enter data.
• Organizational skills: Able to keep processes and results organized and clear
• Excellent written communication: Concise and accurate written documentation including reporting on findings.
• Attention to detail: Able to identify when processes need improvements or are not being followed.
• Critical/logical thinking: Can identify problems but also be able to help provide solutions to ensure efficiency and quality of member experience.
• Objective and Unbiased: Takes action based on data; avoids making decisions based on any other criterion that cannot be measured.

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We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.
Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Pay Transparency: This is a full-time, hourly position (40 hours per week) and the expected base rate for this position is $25 per hour. Additional benefits include 15 paid holidays, 5-day winter break, accrued vacation time, sick time, 16 weeks paid parental leave, and 401(k) plan.
You must be based in the U.S. and authorized to work in the U.S. without employer sponsorship. Please be advised that Cleo does not provide employment-based visa sponsorship for this position at this time.
Cleo is currently accepting applications from candidates residing in the following states: California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.
SF FAIR CHANCE ORDINANCE Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.