QA Manager

📋 Description

• • Solace Corporation is on a mission to fundamentally transform the U.S. healthcare system, a landscape notoriously complex and often inaccessible for the majority of adults. With 88% of U.S. adults lacking the health literacy to navigate it effectively, Solace steps in to simplify this intricate web. We empower patients by connecting them with expert advocates and providing essential tools for informed decision-making, ultimately leading to better health outcomes. As a rapidly growing Series C startup, founded in 2022 and backed by prominent venture capital firms including Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP, we are a lean, mission-driven team united by a shared purpose.
• • We are not a company for those seeking to coast; our ambition is to redefine healthcare, a goal that necessitates urgency, unwavering precision, and profound empathy. If you are driven to challenge yourself, refine your skills, and contribute to impactful work alongside a deeply committed team, Solace is your destination. Our environment is intense, and we thrive on that intensity.
• • The role of QA Manager is pivotal in building, scaling, and solidifying the quality assurance foundation of our organization. You will be instrumental in leading a team of QA Specialists, fostering collaborative partnerships with our Clinical Operations and Customer Experience (CX) departments, and establishing the core mechanisms for measuring and enhancing quality across all our operational workflows. Reporting directly to the Senior Manager of Quality & Training, your primary focus will be on the leadership and professional development of our QA Specialists. This includes ensuring they possess the clear direction, necessary tools, and robust support required to conduct high-quality evaluations and to consistently strengthen the reliability and accuracy of our operations.
• • Your responsibilities will encompass the full spectrum of team leadership and strategic quality management. You will lead, mentor, and develop a team of QA Specialists, nurturing their growth and performance. A key aspect of this role is owning the QA strategy, defining its framework, and establishing a clear roadmap for your team's objectives and initiatives. You will be responsible for overseeing regular, systematic audits of critical operational touchpoints, including patient calls, internal messaging, documentation, and other vital workflows, ensuring adherence to our high standards.
• • A core tenet of this position is ensuring the consistency, fairness, and accuracy of all evaluations conducted by your team. This involves developing and meticulously maintaining Service Level Agreements (SLAs), establishing clear quality benchmarks, and defining precise performance expectations for both the team and individual specialists. You will actively support the ongoing development and enhance the overall effectiveness of the QA Specialists through targeted training, feedback, and performance management.
• • Upholding Solace’s distinct brand voice, core values, and our unwavering commitment to delivering exceptional service to our patients is paramount. You will act as a champion for a culture of continuous improvement, fostering an environment where accountability and excellence are not just expected, but celebrated. This includes proactively identifying areas for enhancement, implementing best practices, and driving initiatives that elevate the overall quality of our services.
• • This role demands a proactive approach to problem-solving and a keen eye for detail. You will be at the forefront of ensuring that our operational processes are not only efficient but also consistently meet the highest standards of quality and compliance. Your leadership will directly impact the trust our patients place in Solace and our ability to deliver on our promise of simplifying healthcare navigation.
• • The ideal candidate will possess a deep understanding of quality assurance principles and their application within a healthcare or service-oriented context. You will leverage your expertise to refine existing processes and develop new strategies that align with Solace's rapid growth trajectory. Your ability to influence cross-functional teams and drive consensus will be critical in achieving our quality objectives. This is an opportunity to make a significant impact in a company dedicated to improving lives through better healthcare access and understanding.