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Contact Center Quality Team Lead

extra holidays - extra parental leave

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Minimum 2 years of QA leadership experience, Strong knowledge of QA methodologies and best practices, Proficient in reporting QA metrics.

Key responsabilities:

Oversee QA team operations and audits
Manage team performance and development
Lead defect hunt initiatives and align with auditors
Conduct weekly business reviews of audit findings

Clipboard Health Information Technology & Services Scaleup https://culture.clipboardhealth.com/

51 - 200 Employees

See company page

See more Clipboard Health offers

Job description

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

Job Summary:
The Customer Support QA Team Lead is responsible for overseeing the daily operations of the Quality Assurance team, ensuring that all processes and activities align with the highest standards of quality. This role involves managing the performance and development of auditors, conducting team audits, leading defect hunt initiatives, and enhancing alignment between the audit team and other stakeholders. The QA Team Lead will also play a key role in weekly business reviews (WBR) to report on relevant KPIs..

Key Responsibilities:

QA Floor Operations:

Oversee and manage the day-to-day operations of the QA team, ensuring all quality processes are followed and standards are met.
Monitor the performance and output of the QA team to ensure efficient workflow and high-quality results.

Conduct QA Team Audits:

Plan, organize, and execute regular QA audits to ensure compliance with company standards and identify areas for improvement.
Analyze audit results and implement corrective actions as needed to enhance quality processes.

Team Performance and Development Management:

Provide leadership and guidance to the team of auditors, including setting performance goals, conducting performance evaluations, and identifying development opportunities.
Facilitate training and development programs to enhance the skills and capabilities of the QA auditors.

Defect Hunt Team Lead and Auditors Alignment:

Lead defect hunt initiatives, ensuring effective collaboration between the QA team and auditors to identify and address product or process defects.
Align audit activities with defect hunt efforts to ensure comprehensive quality control.

Weekly Business Reviews (WBR):

Prepare and present Audit the Audior metrics and findings during weekly business reviews.
Collaborate with other departments to ensure QA insights are incorporated into overall business strategies.

Qualifications:

Proven experience in a quality assurance role, with a minimum of 2 years in a leadership position.
Excellent written communication skills
Strong knowledge of quality assurance methodologies and best practices.
Excellent leadership, communication, and team management skills.
Ability to analyze data, conduct audits, and implement process improvements.
Experience with defect management and alignment processes.
Proficient in reporting and presenting QA metrics in business reviews.

System Requirements