Manager, Quality Assurance - Support (Remote - US)

The Manager, Quality Assurance at Nextech is primarily responsible for developing quality assurance policies, conducting audits, providing detailed feedback to improve team performance, and ensuring compliance with industry standards. This role requires close collaboration with various departments to enhance customer satisfaction and drive operational efficiency.

To qualify for the Manager, Quality Assurance position at Nextech, applicants should have proven experience in quality assurance management, especially within a call center environment. Strong analytical skills, excellent communication abilities, and knowledge of regulatory requirements are essential. Preferred qualifications include familiarity with Quality Management Systems, particularly CallMiner.

Nextech invests in its employees through training and mentorship programs designed to enhance professional development. As the Manager, Quality Assurance, you'll have the opportunity to mentor your QA team, fostering their growth and ensuring they meet the company’s quality standards and compliance requirements.

The Manager, Quality Assurance position at Nextech is fully remote, allowing for flexible work arrangements. Employees will spend significant time working on a computer within a fast-paced, dynamic environment, collaborating with team members virtually to maintain high standards of quality assurance.

Nextech offers a comprehensive benefits package, including a generous annual bonus opportunity, 401(k) with employer match, flexible time off, a variety of insurance options, and wellness programs. Additionally, employees enjoy corporate discounts, pet insurance options, and a supportive work environment that prioritizes diversity and inclusion.

When preparing for this question, provide specific examples of your previous roles in quality assurance. Highlight your understanding of call center operations, the methodologies you’ve used to evaluate performance, and the outcomes of your initiatives.

Discuss your approach to policy development, starting with a needs assessment, followed by benchmarking against industry standards, and collaborating with stakeholders to ensure the policy addresses key operational areas effectively.

Share effective strategies like setting clear goals, recognizing achievements, providing continuous feedback, and fostering a supportive environment that encourages professional growth and team collaboration.

Explain your processes for keeping abreast of regulatory changes, conducting regular compliance audits, and implementing corrective actions when necessary. Illustrating a proactive approach to compliance will resonate well.

Mention specific quality assurance software you’ve used, such as CallMiner, and explain how you leveraged these tools to analyze data, track metrics, and improve team performance.

Prepare a STAR response (Situation, Task, Action, Result) illustrating how you handled the challenge, the steps you took to resolve it, and the positive outcome that ensued.

Discuss the metrics you focus on, how you collect and analyze data, and your approach to identifying trends or issues that require intervention, demonstrating your analytical and problem-solving skills.

Talk about regular one-on-one check-ins, team meetings, and anonymous surveys as mechanisms to gather meaningful feedback, ensuring that team members feel heard and valued.

Address the importance of leadership support, ongoing training, and recognizing quality contributions to create an organizational culture that values quality assurance as an integral part of the business.

Articulate your passion by sharing personal experiences or observations that underscored the importance of quality in healthcare technology, emphasizing how your role can impact patient care and operational success.