Quality Assurance Manager
August 14
🏡 Remote – Anywhere in California
Description
• Create our Quality Assurance Program: Create and implement our service quality across the team, providing a consistent and exceptional customer experience. • Drive Improvement: Identify areas for improvement in processes and individual performance, contributing to ongoing development in customer service excellence. • Enhance Customer Satisfaction: Own CSAT scores, analyze feedback, and drive improvements in both representative performance and product offerings. • Ensure Compliance: Ensure all customer interactions comply with regulatory requirements and company policies, mitigating legal risks. • Leverage Data: Provide valuable insights to inform strategic decisions and tailor training programs for enhanced department performance. • Optimize AI Responses: Regularly review and optimize AI-supported customer interactions to align with company standards and customer expectations.
Requirements
• Proven Leadership in QA Management: 3-5 years of successfully leading quality assurance initiatives in customer operations, ensuring exceptional service quality and compliance (healthcare tech industry experience is a plus!) • Advanced Analytical Skills: Strong ability to analyze complex data and customer feedback, turning insights into impactful improvements that enhance customer satisfaction. • Process Improvement Expertise: Demonstrated success in driving process enhancements that significantly boost individual and team performance within a customer service environment. • Commitment to Compliance Excellence: In-depth understanding of regulatory requirements, consistently maintaining high compliance standards and effectively mitigating legal risks. • Proficiency in AI and Technology: Skilled in optimizing AI-driven customer interactions, ensuring alignment with company standards and delivering an enhanced customer experience.
Benefits
• The chance to drive impact within the mental healthcare landscape from day one • Comprehensive health insurance plans, including dental and vision • Our dedication to mental health guides our culture. Wellness benefits include (but are not limited to): • Flexible working hours and location (remote OR in-office, your choice!) • Generous PTO • Company-wide winter break • Mental health mornings (2 hours each week) • Team meditation • Wellness Stipend • In-office lunch and biweekly remote lunch on us! • Continuous learning opportunities • Competitive salary • The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities
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