Manager, Quality Assurance - Support (Remote - US)

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary

As the Manager of Quality Assurance for the Support team, you will lead a team dedicated to ensuring the highest standards of customer service and operational efficiency. Your primary responsibilities will include developing and implementing quality assurance policies, conducting regular audits, and providing actionable feedback to improve performance.

The Manager of Quality Assurance will work closely with other departments to identify areas for improvement and drive initiatives that enhance customer satisfaction and operational excellence. Your role is crucial in maintaining compliance with industry standards and regulations, and you will be responsible for training and mentoring staff to uphold these standards. 

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. 

Essential Functions

• Develop and implement comprehensive quality assurance policies and procedures 
• Conduct regular audits and evaluations of call center operations 
• Provide detailed feedback and coaching to staff to improve performance 
• Collaborate with other departments to identify and address areas for improvement 
• Ensure compliance with industry standards and regulatory requirements 
• Manage and supervise QA team members and projects 
• Develop QA metrics, analyze data and identify areas to improve quality 
• Drive initiatives to enhance customer satisfaction and operational efficiency 

Minimum Requirements

• Proven experience in quality assurance management, preferably in a call center environment 
• Strong analytical and problem-solving skills 
• Excellent communication and interpersonal skills 
• Ability to lead and motivate a team 
• Knowledge of industry standards and regulatory requirements 
• Proficiency in quality assurance software and tools 

Preferred Qualifications

• Experience with Quality Management Systems (QMs), with a preference towards CallMiner.  
• Familiarity with implementing and managing QMS to ensure consistent quality standards and compliance 

Working Environment/Physical Demands

• Nextech operates as a remote work organization
• Significant time spent working on a computer in a dynamic, fast-paced environment.

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options