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Operations Quality Assurance Program Manager
Remote
Operations Operations Management
Full Time
Remote
The Quality Assurance Program Manager’s role is to develop and establish quality assurance standards and measures for the organization, and to gather and analyze data in support of business cases, projects, and requirements; this will require proven analytical and problem-solving skills to help the organization improve quality, efficiency, and productivity. The ideal candidate will be an excellent listener with strong presentation and interpersonal skills, and demonstrate the ability to communicate ideas in both technical and non-technical terms. And while the Program Manager must prioritize and execute tasks in a high-pressure environment,
working in a team-oriented, collaborative manner will regardless be a must.
Responsibilities:
- Implement methods to inspect, test, and evaluate products and services
- Ensure operational adherence to quality standards
- Prepare reports by collecting, analyzing, and summarizing data
- Build out a robust and scaled QA process to support ongoing automation efforts and performance quality
- Work according to deadlines for the delivery of products and services
- Train and manage operating staff in quality practices and assessment of service levels
- Track products through the development process with Engineering to guarantee that each part of the process is followed
- Perform detailed and recorded inspections of final products for conformance to industry and company standards
- Identify products that are not up to standards and find the reasons
- Oversee the strategy, planning, and execution of work that improves the quality of customer interactions and reduces costs
- Identify and implement technology that facilitates quality monitoring and improvement
- Utilize standard process improvement methodology (Six Sigma, Kaizen etc.) to identify and implement contact center continuous improvement initiatives
- Monitor and report program performance against service level agreements, and initiate improvement actions when opportunities are identified
- Report on performance metrics and information to leadership
Formal Education & Certifications:
- Four-year college diploma or university degree and/or 8 years equivalent work experience
Knowledge & Experience:
- At least four (4) years of direct experience in overseeing the design, development, and implementation of quality assurance standards
- Healthcare or Health Tech experience required
- Experience as a lead tester for major application integration and/or product release
- Strong knowledge of system testing best practices and methodologies
- Extensive experience with core enterprise software applications
- Direct, hands-on experience with ad hoc query programs, automated testing tools, and reporting software
- Extensive practical knowledge in importing data for use in spreadsheets and graphs
- Proven data analysis, data verification, and problem-solving abilities
- Well-developed project management skills
What we can offer you:
- Competitive salary100% company-paid medical, dental and vision insurance (for employee)
- Mental & Behavioral Health Benefits
- Flexible paid time off
- Leave programs for life events
- 401(k)
- Team Building Events & Happy Hours
- A great company culture with a strong emphasis on ersity, equity and inclusion
Infinitus Systems, Inc. is an early stage startup building a voice automation platform to enable businesses to communicate with each other efficiently. Infinitus has raised $51.4M to date and is backed by Kleiner Perkins, Coatue Management and Google Ventures. Healthcare is one of the biggest contributors to the US GDP and we are on a mission to reduce the complexity and spend on healthcare backoffices. At Infinitus, you will have a unique perspective on the development of cutting edge technology while working with major players across the healthcare industry in the US.
Infinitus is made up of engineers, product managers, AI trainers, and operations specialists who collaborate on all kinds of projects. We not only encourage each other to do our best work, we also share our pet pictures, our favorite recipes, and stories from our vacations.
At Infinitus Systems, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that ersity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a erse candidate pool.