Quality Assurance Manager
Thyme Care
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Salary
💰 $105,000 - $120,000 per year
About the role
- Lead and develop a team of Quality Assurance Coordinators, Associates, and Senior Associates
- Own the execution and evolution of our Quality Assurance program for the Care Team
- Partner closely with Care Delivery Leadership, Care Team Leads, and cross-functional stakeholders to drive continuous improvement
- Manage and support the Quality Assurance team, including performance management, coaching, and professional development
- Ensure Quality Assurance new hires are trained effectively and set up for long-term success
- Own monthly QA operations, including workload planning, QA completion tracking, calibration scheduling, and facilitation
- Contribute directly to QA reviews by evaluating Care Team interactions and auditing QA team reviews
- Own the implementation, ongoing management, and optimization of an AI-based Quality Assurance tool
- Continuously identify opportunities to improve the effectiveness, consistency, and scalability of the QA program through process improvement, calibration, and automation
Requirements
- 4+ years of experience leading or managing a Quality Assurance team, ideally within a customer-facing service, call center, or healthcare environment
- Worked in a Quality Assurance role with responsibility for evaluating customer or member interactions
- Supported or owned QA process improvement initiatives, including standardization and operational optimization
- Partnered cross-functionally with operational leaders to drive quality improvements
- Worked in or closely alongside a call center or frontline operations environment, with a strong understanding of agent workflows and quality challenges
- Implemented, owned, or optimized QA tools or technology platforms (AI-based or otherwise)
- Experience implementing AI-driven or automated QA solutions (nice to have)
- Experience working in a fast-growing, startup, or scaling organization (nice to have)
- Healthcare or health tech experience (nice to have)
Benefits
- Equity
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality Assuranceprocess improvementperformance managementcoachingauditingAI-based Quality Assurancecalibrationautomationoperational optimizationstandardization
Soft Skills
leadershipteam managementcommunicationcollaborationcoachingprofessional developmentcontinuous improvementproblem-solvinginterpersonal skillsorganizational skills