About Carrot:

Carrot Fertility is the leading global fertility healthcare and family-forming benefits provider for employers and health plans. Companies use Carrot to customize an inclusive fertility benefit that provides employees financial, medical, and emotional support as they pursue parenthood and fertility care, reducing healthcare costs and resulting in better clinical outcomes.

The Role:

We seek a Quality Assurance Analyst to support our rapidly growing Operations team in a collaborative and dynamic environment. In this role, you will perform daily and weekly quality assurance reviews on our member-facing staff’s interactions using defined evaluative procedures and steps.  This is a non-technical role and does not involve performing quality reviews on software, the user experience, or code.

We are looking for someone with experience and a passion for performing quality assurance reviews. Your role will be crucial to our team of Care Navigators and Claims Processors’ success, ensuring they provide an exceptional and consistent experience with our members. You should have a strong penchant for documenting and maintaining reference materials, performing quality reviews on front-facing support individuals, the ability and desire to learn and adapt to new operational tools quickly, and have cross-functional skills to work with other departments and leaders. You must be able to work within deadlines and have the flexibility to support special projects as needed. This position is an individual contributor reporting to the Member Success Operations Manager, Quality Control. Key responsibilities include:

  • (80%) Perform daily and weekly quality reviews of Care Navigators and Claims Processors. You will perform a defined number of quality reviews for each member-facing staff and on a defined cadence, subject to business needs.
  • (5%) Hold weekly Quality Touchpoint meetings with the management team of Care Navigators and Claims Processors. During this, you’ll share the results of your weekly reviews, defining areas of excellence and improvement. 
  • (5%) Collaborate with your manager to facilitate calibration sessions with the management team of Care Navigators and Claims Processors to reinforce Quality program expectations and consistency in coaching.
  • (5%) Document and escalate recurring trends to your manager for further collaboration with the Member Success and Learning & Development teams.
  • (5%) Collaborate with your manager to improve, update, and implement quality control plans for our member-facing staff.
  • Manage and update our internal wiki with up-to-date documentation on our offering, product expansion, and processes.

The Team:

You will join our fast-growing Member Success Operations team at Carrot with the opportunity to work with a variety of teams across the organization

Minimum Qualifications: 

  • 3+ years of experience in customer or member support
  • Experience with Lessonly, Jira/Confluence, Jotform, and other quality assurance tools
  • Experience with Microsoft Office 365 Suite and/or Google Apps
  • Experience working closely with quality assurance and support leaders
  • Prior exposure to a high-growth work environment that requires adaptability

Preferred Qualifications:

  • 2+ years of experience in front-line support
  • 1+ years of training and/or quality assurance experience in a support environment
  • Self-motivated, takes clear ownership and initiative and knows when to seek guidance
  • Flexible and able to change priorities quickly
  • The capacity to perform regular quality assurance reviews while managing other priorities in parallel


Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The expected base salary for this position will range from $72,000 - $82,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

Why Carrot?

Founded in 2016, Carrot now supports 450+ companies and is available in more than 120 countries across North America, Asia, Europe, South America, and the Middle East. Carrot has been honored by Fast Company as one of the Most Innovative Companies, recognized for its commitment to diversity, equity, and inclusion as a gold winner in the inaugural Anthem Awards, named one of Quartz's Best Companies for Remote Workers, and celebrated as one of LinkedIn’s Top Startups. Additionally, Carrot is certified as a Great Place to Work and an Age-Friendly Employer.

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Carrot Fertility’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.