Quality Assurance Manager

Summary

Join Thyme Care as a Quality Assurance Manager and lead a team of Quality Assurance Coordinators, Associates, and Senior Associates. You will manage team performance, create monthly workloads, and facilitate meetings. Collaborate with Care Team Leads and leadership to improve care quality. Conduct QA reviews and ensure consistent standards. This role reports to the Senior Manager of Quality, Training, and Enablement and involves managing a QA team, reviewing care team interactions, and developing strategies for improvement. Within three months, you will identify opportunities for process standardization and assume responsibility for QA coordination and team management. Ongoing responsibilities include team support, development, and partnership with the Care Team to maintain strong QA controls.

Requirements

• Quality Assurance leadership experience
• You’ve worked in Quality Assurance roles within the healthcare space
• You are an experienced people leader and have led Quality Assurance teams before
• Excellent communication skills
• You exhibit objectivity, empathy, patience, and diplomacy in all forms of communication
• Team player
• You are always willing to jump in to support colleagues and contribute to the organization’s success - no matter how big or small, and team members know they can rely on you to meet deadlines and deliverables no matter what
• Operational orientation
• Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly
• Comfort with ambiguity
• You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course

Responsibilities

• Own the monthly management of Quality Assurance team performance and responsibilities, including: performance management of the QA team, creation of monthly workload assignments, calibration meeting and facilitation schedules, and facilitation of cross-functional meetings
• Work in close partnership with Care Team Leads and Care Delivery Leadership to identify areas of support and ways to drive improvements in the quality of the Care Team’s interactions with members
• Contribute to our Quality Assurance Team’s QA reviews each month, and spend a portion of time reviewing our Care Team’s interactions with members, as well as reviewing a portion of the QA reviews conducted by the Quality Assurance Team, to ensure that we’re keeping consistent standards across our QA grading
• Manage and support the QA team, ensuring QA new hires are trained effectively
• Support the development of Quality Assurance team members within their roles
• Become an invaluable partner to our Care Team by developing and maintaining strong controls over our QA process
• Constantly be on the lookout for ways to improve the effectiveness of our QA program
• Identify opportunities to standardize and create more efficient QA processes
• Assume responsibility for the coordination and management of QA completion across the Quality Assurance Team and Care Team Leads
• Assume responsibility for managing a team of Quality Assurance direct reports

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care