We are currently facing a nationwide mental health epidemic marked by rising rates of depression, anxiety, trauma, substance use disorders, and suicide. At the same time, those seeking help often encounter barriers—whether geographic, financial, or systemic—that prevent them from receiving timely and effective care. This urgent need calls for a reimagined approach to behavioral health treatment.
At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our innovative virtual programs combine curated group sessions, individual therapy, and family therapy, delivered through personalized, evidence-based treatment plans designed for sustainable healing from the comfort of home. By connecting individuals with shared experiences and fostering supportive communities, Charlie Health provides a pathway to long-term recovery, with over 90% of our clients seeing improvement in their most challenging mental health symptoms.
Every member of our team shares a deep commitment to this mission. If you’re driven to make a meaningful impact, we invite you to join us in reshaping the future of mental healthcare.
About The Role
The Quality Assurance (QA) Analyst will play a critical role in supporting Charlie Health’s Admissions and Care Experience teams by conducting detailed audits of call and documentation quality. This position will focus on identifying opportunities for improvement and ensuring a consistent delivery of compassionate and high-quality care that aligns with the team’s mission to educate, support, and guide callers through the admissions and care process. Spending 6+ hours a day completing call and documentation scorecards, the QA Analyst will provide actionable feedback to enhance team performance and the overall client experience. Additionally, the Analyst will partner with department leadership to provide coaching sessions to teammates supporting their onboarding and ongoing development.
Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing live-saving solutions. We are looking for a teammate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.
Responsibilities
- Complete daily evaluations of Admissions and Care Experience calls, documentation, and cases.
- Stay up to date on all Admissions and Care Experience processes, procedures, and learning materials.
- Maintain and manage auditing tools and systems such as Gong, including creating scorecards, tracking progress, and organizing call libraries.
- Maintain auditing processes, procedures, measurements, and reports.
- Partner with the QA Manager to produce and distribute weekly and monthly auditing reports to Admissions Leadership
- Collaborate with the Learning and Development team to:
- Monitor new hires closely during their first 90 days, providing direct feedback and coaching to ensure a strong foundation in their roles.
- Perform special call studies regarding performance, department process improvements, and special projects.
- Partner with leadership to ideate department process improvements, improvement of the client experience, and improvement of intradepartmental handoffs.
- Other duties as assigned.
Requirements
- Minimum of 6 months+ of call listening or admissions coordinator/CXS experience.
- Previous experience in quality assurance, call monitoring, or a related field preferred.
- Highly proficient in Salesforce, G-suite and Zoom; familiarity with Gong or similar tools is a plus.
- Microsoft Office proficiency.
- Strong analytical skills including root cause analysis and the ability to identify trends.
- Work authorized in the United States and native or bilingual proficiency in English.
- Strong interpersonal, relationship-building and listening skills, with a natural, consultative style.
- Ability to energize, communicate, and build rapport at all levels within an organization.
- Strong project management skills, with a demonstrable ability to corral and manage details in a fast-paced, fluid environment.
Benefits
Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote
Please note that this role is not available to candidates in Illinois.
Note to Colorado applicants: Applications will be accepted and reviewed on a rolling basis.
The total target base compensation for this role will be between $50,000-70,000 per year at the commencement of employment. In addition to base compensation, this role also offers a performance bonus. The expected total cash compensation range, including potential bonus, will be up to $7,000 per year. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.
- Connection: Care deeply & inspire hope.
- We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
- We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
- Congruence: Stay curious & heed the evidence.
- We ask “why” five times before we’re satisfied with the answer. We don’t stick to the status quo; we challenge our assumptions and remain humble.
- Above all, we’re results-oriented. When we find data that calls our original plan into question, we modify or pivot.
- Commitment: Act with urgency & don’t give up.
- We work as swiftly as possible. The mental health crisis is relentless, and so are we.
- Our clients don’t give up and neither do we. Persistence is our superpower.
Please do not call our public clinical admissions line in regard to this or any other job posting.
Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.
Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.
Top Skills
What We Do
Charlie Health provides personalized, treatment programs for teens, young adults, and families struggling with mental health and substance use disorders. Our team of forward-thinking, industry leaders leverage a tailored approach to evidence-based, comprehensive treatment plans. Through group, individual, and family therapy, we're providing clients with the support they need to achieve sustainable healing.
