CUSTOMER CARE QUALITY ASSURANCE SPECIALIST presso Dragonfly Health

Dragonfly Health - A great place to land 

Dragonfly Health is the leading care-at-home data, technology and service platform, and the industry’s first scale durable medical equipment (DME) and pharmacy solution. Built on a 20-year history, Dragonfly Health uses advanced technology and robust analytics to manage DME and pharmaceutical services as part of a single, efficient solution for caregivers, patients, and their families. We serve over 145,000 patients every day in all 50 states.

Here, you are an integral part of a team that is transforming the future of hospice and post-acute healthcare. This is where innovation, collaboration and compassion thrive, allowing us to carry out our work at the highest level to serve our patients at a time in their life when they need us most.

We offer a dynamic and inclusive workplace where you'll have the unique opportunity to shape the future of healthcare alongside a passionate and talented team. We believe in empowering our employees to grow both personally and professionally, providing ample opportunities for career advancement, continuous learning, and skill development.

Dragonfly Health is our name for a reason.

The dragonfly is symbolic of the transformational impact we’re making on the industry, our people, and the lives we touch. We are a guiding force for what’s ahead, delivering more than equipment and medications, but also comfort and peace of mind. We are agile and adaptable, able to quickly and easily pivot from one point to the next, ready for whatever situation or patient need that arises. 

Whatever it takes. Wherever it takes us. 

What we offer

• Competitive Pay
• Comprehensive benefits package (health, dental, vision, PTO, sick time, 401k w/match, etc.) 
• Growth opportunity and career advancement
• Agile and adaptable team culture
• Innovative and revolutionary technology solutions
• A higher calling to provide quality patient care

See how Dragonfly Health is transforming the world of hospice and post-acute care.

What you will do

• Conduct daily quality assessments by reviewing inbound and outbound calls through the enterprise phone system.
• Audit documentation in DMETrack for accuracy and compliance with established standards.
• Evaluate and report on team performance, accuracy, and adherence to quality metrics.
• Identify trends, training needs, and process improvement opportunities.
• Communicate findings and partner with leadership to support coaching and performance development.
• Participate in business immersion activities to stay aligned with daily Contact Center operations.
• Assist with escalations, root cause analysis, and process resolution.
• Prepare and present QA reports summarizing metrics, findings, and recommendations.
• Participate in QA meetings to share updates, trends, and key insights.
• Perform other related duties as assigned.

What we look for

• Education & Experience: High school diploma or equivalent required; associate or bachelor’s degree preferred, with at least two years of call or contact center experience focused on quality review or customer engagement.
• Industry Knowledge: Background in hospice, DME, pharmacy, managed care, or related healthcare fields preferred; bilingual skills a plus.
• Technical Skills: Proficiency in Microsoft Outlook, Excel, PowerPoint, and Word, with the ability to analyze data, identify trends, and recommend actionable improvements.
• Communication & Leadership: Strong communication, interpersonal, and presentation skills with experience providing coaching and constructive feedback.
• Professional Traits: Organized, proactive, and adaptable with the ability to manage multiple priorities and thrive in a fast-paced, evolving environment.

Why Customer Care Quality Assurance Specialists are important

This role ensures that every customer interaction reflects the organization’s commitment to service excellence and compassion. By monitoring call quality, identifying improvement areas, and supporting coaching initiatives, the Quality Assurance Specialist strengthens team performance, improves customer satisfaction, and upholds compliance and quality standards across all Contact Center operations.

Let's soar together