Quality Assurance Manager

About The Role

Headway is looking for an experienced QA Manager to lead a team of QA specialists and help scale our customer service infrastructure as we rapidly expand our geographic reach. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt, and this role will be pivotal in building a support infrastructure focused on continuous improvement.

The person in this role will be responsible for developing a best in class quality program that objectively assesses quality across agent interactions and helps Headway CX standout as a differentiator in the healthcare industry. As a leader in this space, you will continuously adjust the QA program to meet the needs of a constantly growing CX team - including rubric design, audit cadence, reporting and technology. You’ll also eview quantitative and qualitative QA data to identify areas of opportunity and drill down into ambiguous problems.

Additionally, the QA Manager will lead a team of high performing QA associates whose primary responsibility is to grade internal and external CX interactions. This work will be used to coach the CX team, identify people/process/product opportunities, and deliver strong NPS, CSAT, and response times.

The person in this role will work closely with the CX Leadership Team to develop and pursue Headway’s vision for the best-in-class provider and client experience. As a QA expert, you will mastermind strategic initiatives to improve quality across the patient and provider experience. And you will be empowered to collaborate with internal and external stakeholders, representing the voice of our agents, patients, and providers. 

You’d be a great fit if...

• You have experience building or managing a Quality team
• You have CX support experience, empathy for clients and can bring best practices for client problem-solving to our team 
• You thrive managing a team and enjoy investing in ongoing learning and coaching 
• You are energized by ambiguous and fast-paced tech environments
• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
• You can connect the dots with a data-driven approach to optimize the customer experience
• You have passion for Headway’s mission
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.