Concierge Quality Strategist (Contractor)

Job Title: Concierge Quality Strategist (Contractor)

Job Type: Contract (Remote)

ARMRA Schedule: Corporate Operating Hours-Monday-Friday, 9 am - 6 pm EST 
Our contact center runs 24/7, so schedules vary based on business needs and are subject to change.

About ARMRA: ARMRA® was born from a near-fatal health crisis that forced its Founder & CEO, Dr. Sarah Rahal, to uncover what modern life has stolen. As a pediatric neurologist, she turned to exhaustive research and ancient wisdom to find a solution—not just for herself, but for the growing health crisis affecting us all. Your body isn’t broken—it’s brilliantly designed for strength, resilience, and vitality. But the modern world scrambles the signal, disconnecting you from the intelligence encoded within. ARMRA Colostrum™ is nature’s original blueprint with 400+ bioactive nutrients that restore what modern life strips away. It works at the cellular level to remind your body of its original code and reawaken its innate intelligence—so you can reclaim your birthright to thrive.

Who We Are

• Builders, not passengers – We take ownership, thrive on momentum, and embrace challenges.
• Resilient and resourceful – We find a way forward, even when the answer isn’t obvious.
• Mission-driven – We believe in what we’re building and are passionate about making an impact.
• Direct and constructive – Feedback is a gift, and we embrace it to grow.
• ONE ARMRA – We succeed together, as one team.

Who We Are Not

• Performative – We don’t play games, manipulate optics, or curate an image for external approval.
• Entitled – We don’t expect rewards without contribution.
• Clock punchers – We don’t attract those looking for just a "job"; we seek individuals who want to build careers, take ownership, and find joy in their work every day.
• Divisive – We talk about problems and projects, not people. There’s no “your team” or “my team” - there’s only ARMRA’s team.

The Role: We’re looking for a strategic, systems-minded Concierge QA Strategist to lead and evolve ARMRA’s Concierge (CX) Quality Assurance program. This role goes far beyond grading tickets. It’s about defining what excellence looks like in every customer interaction and using that standard to coach, calibrate, and improve performance across the board.

You’ll own day-to-day audits, collaborate closely with CX leads and agents, and ensure that our quality processes are consistent, fair, and aligned with ARMRA’s tone, regulatory standards, and brand integrity. You’ll serve as the internal authority on how quality is defined, measured, and improved.

This role requires deep knowledge of QA best practices, strong systems thinking, and the ability to synthesize data into insight-driven improvements.

Responsibilities:

Quality Oversight & Audits

• Own and execute ARMRA’s QA program 
• Maintain daily audit coverage across all Concierge channels (email, chat, social)
• Audit with attention to tone, accuracy, scientific compliance, and regulatory risk
• Prevent audit duplication and ensure balanced agent coverage

Performance Insights & Coaching

• Translate audit findings into digestible, constructive feedback for agents and team leads
• Spot individual and team trends, and recommend coaching priorities
• Identify recurring misses and escalate knowledge or workflow gaps to CX/Training

QA Strategy & Program Management

• Manage calibration cycles with the QA team and Concierge leadership
• Maintain QA rubrics and SOPs; ensure changes reflect evolving standards
• Partner with leadership to align on QA metrics and expectations across roles
• Support ongoing feedback loops to the Leadership and Concierge teams

Training & Support

• Partner with the Training Lead to align QA with agent onboarding and L&D curriculum
• Coach junior QA Team Lead to ensure consistency, clarity, and grading confidence
• Serve as a go-to for rubric interpretation, scoring resolution, and process edge cases

Skills & Qualifications:

• 3–5+ years in QA, CX operations, or CX enablement, preferably in a premium and/or regulated industry
• Experience running or heavily contributing to a QA program at scale
• Deep familiarity with QA platforms and audit workflows
• Excellent written and verbal communication for coaching, grading, and escalations
• Fluency in interpreting QA dashboards and building data-informed reports
• Comfort coaching agents and peers, including sensitive feedback or trend corrections

What You’ll Bring

• A systems mind: you’re not just following a rubric, you’re evolving how it’s used
• A coach’s heart: you care about the people behind the score and how they grow
• Brand obsession: You know that every customer touchpoint is a trust-building opportunity
• Curiosity and ownership: you ask the right questions, seek clarity, and get to solutions
• Flexibility and focus: you know when to dig into details and when to step back and optimize the whole system

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.