QA & Training Specialist – Member Engagement (Remote)

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

The QA & Training Specialist plays a critical role in enabling the success of Homeward’s contact center by ensuring high-quality member interactions and empowering frontline teams through timely, relevant training. This role supports both the QA and Training functions, which act as strategic partners to the business—delivering actionable insights from call trends, deploying training for new initiatives, and supporting agent performance through coaching and development. 

Quality Assurance

• Monitor and evaluate inbound and outbound contact center calls for quality, compliance, accuracy, and tone.
• Identify and communicate patterns in call quality and member experience, contributing to broader team and business insights.
• Support ongoing calibration efforts across QA and Team Leads to ensure scoring consistency.
• Track and document agent performance in line with established metrics, flagging opportunities for coaching or intervention.
• Contribute to the development and continuous improvement of QA scoring forms and evaluation standards.

Training & Development

• Deliver targeted, timely training and refreshers based on emerging call trends, new campaigns, or operational changes.
• Assist in preparing and distributing training materials, job aids, and updated workflows.
• Help facilitate onboarding and shadowing programs for new hires; support technical and soft skill development.
• Serve as a live support resource during training sessions, addressing learner questions and flagging gaps for follow-up.
• Maintain accurate training documentation and support logistics, including scheduling and tracking attendance via the LMS.

Strategic Enablement

• Act as a connector between QA insights and training interventions—helping to translate trends into action.
• Partner with QA Lead and Training Manager to rapidly respond to shifts in member needs, contact center metrics, or campaign priorities.
• Help ensure that agents struggling with performance receive the coaching, resources, and feedback necessary to improve.
• Champion a culture of continuous learning and quality within the contact center.

Skills:

• 2+ years of experience in QA, training, or contact center operations.
• Strong organizational and time-management skills.
• Strong analytical and observational skills with the ability to synthesize qualitative and quantitative performance data.
• Familiarity with QA evaluation tools, telephony systems (e.g., Genesys), and learning management systems (LMS).
• Working knowledge of Google Suite and/or Microsoft Office.
• Excellent listening, verbal, and written communication skills.
• Ability to work independently, proactively, and with passion for serving our members. 
• Exceptional attention to detail and accuracy.

Benefits

• Medical, dental, and vision insurance with 100% of monthly premium covered for employees
• Competitive salary and possible equity grant
• Supplemental performance bonus opportunities
• Relocation and travel reimbursement
• Loan repayment support
• Company-sponsored 401k plan + match
• Generous paid time off
• Comprehensive training provided

What Shapes Homeward:

• Deep commitment to one another, the people and communities we serve, and to provide care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
• Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

The base salary range for this position is $50,00 -$70,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package. 

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.
Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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