Global Quality Administrator- Customer Care (Remote Friendly)

Welcome to the good side of tech 👋

You might have heard about us, but with a different name: Doctoralia. It all started 10 years ago, when we asked ourselves: is anyone in healthcare thinking about patients? We jumped in and we empowered patients by giving them access to leave and read reviews about their visit. We then provided doctors with the technology to manage bookings easily and save time, so they could devote themselves to what they always wanted: treating patients. And today is the day in which we ask you: will you join us in the next step of making the healthcare experience more human?

Docplanner at scale

We are leaders in 13 countries so far, and more than 90 million patients trust us every month. Almost 300.000 specialists believe in us and our product, and so do leading venture capital funds such as Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners. And yet, employing over 2.700 people all over the globe, we managed to keep the startup-mindset we started with over 10 years ago.

What would you be doing with us?

During the past few years, our company has grown like crazy - we grew from a small startup to a global company. During this fast growth, small local teams developed highly personalized solutions for their local operations. With the evolution of the teams the need has come to develop further the insights provided in real time to the different countries, specifically, directed at actions and strategy to take based on prescriptive and predictive analysis.

To do this, we are…

• Working with local structures across all countries, leveraging the available data and tools to recommend the best next actions.
• Analyzing, in real time, how the countries are performing and making necessary corrections
• Ensuring clear and recurrent analysis to provide the best short and long term strategy to our local structures while taking in consideration the biggest bets in each country.

Joining as the Global Quality Administrator how will you make an impact?

• Create and maintain a quality framework directed towards 

  • Improving the experience of our customers in every interaction

  • Deriving insights from global quality analysis that can be then translated into the proper departments.

• Create frameworks that where 

  • the efficiency of processes can be measured and automatized

  • AI is leveraged to process evaluations at scale 

• Maintaining continuous alignment on existing processes

• Coordinating with local structures implementation of global processes 

• Analyzing local processes, identifying differences and best practices, and developing solutions and processes that fit the local needs

• Working closely with other departments to ensure understanding of metrics as well as flag the needs of new metrics

• Handling quality data throughout its lifecycle (Extract to publish)

• Creating a better customer experience by understanding and driving actions which improve data collection, process efficiency and/Or any step in the customer Journey

• Being a storyteller: Being able to transmit data towards all types of audiences in a clear way

• Producing recurrent operational events such as W/M/QBR’S

What will help you thrive?

• Have 2 years or more of experience in project management, analytics, operations or other positions related to business development
• Have GREAT communication skills.You will be a part of a global team
• Are proactive and curious
• Are good with numbers and people equally
• Know Excel like a pro
• SQL, Python or R are a plus
• Have analytical thinking and like creating reports
• Have experience with CRM’s (Salesforce with be a plus)
• Have huge ease of learning new tools & skills
• Have a problem-solving mindset
• Speak English (Minimum C1)

Getting to know each other - What does the recruitment process look like?

• 30' Interview with Giuliana, Global Talent Partner
• SHL assessment (a numerical reasoning assessment - standard practice for our hires)
• Business Case, including a few days’ preparation time
• 60' Interview with the Hiring team  to discuss your thoughts and findings - exactly as if you were working here already.
• Offer (subject to references)!

What you will get in return?

• 💶 Competitive salary appropriate to your experience.
• ⚕️ Private health plan.
• 📈 Share options plan after 6 months working with us.
• 👩‍🎓Free English classes.
• 👩‍💻Hybrid working model.
• 🧠 Unlimited access to the Ifeel emotional well-being tool .
• 🎂 Free birthday to spend the day with your loved ones!
• 🙌Join our team and share the greatness! Participate in our successful referral programme and get rewarded for bringing in exceptional talent like yours.
• 💙Last but most important: an amazing team that will welcome you and support you along the way.