Quality Assurance Lead (Member Experience)

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 

We have offices in San Francisco and San Diego for those who prefer hybrid or office settings. Oura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations.

We’re looking for an enthusiastic, detail-oriented Quality Assurance Lead to join our Member Experience department. You’ll drive forward QA initiatives, ensuring that Managers, Member Care Representatives, and partners receive specific and actionable feedback. You’ll also collaborate closely with our Content, Training, IT, Partner Operations, and other MX teams to improve member experience, training, content, processes, and systems based on QA insights and other performance data.

What You Will Do:

• Write QA proposals and provide useful, actionable insights to the business by performing routine data analysis and reporting using data visualization tools and intermediate to sophisticated spreadsheet functions
• Monitor quality metrics and CSAT of assigned BPO partners. Collaborate with their QA Teams and Partner Operations specialists to improve performance and meet the established KPIs 
• Represent QA in WBRs, MBRs, and internal meetings, ensuring that QA addresses feedback or changes required in the QA program, Content, or MX Processes and Systems    
• Help scale the QA Program through reporting, process, system improvements, and expansion to new support channels, as well as business areas.
• Review daily queues of tickets from the assigned Member Care Representatives and score them based on a set of criteria.
• Learn, utilize, troubleshoot, and multitask across various tools to research and review policies, processes, and systems while evaluating tickets to provide the best guidance for Member Care Specialists, Content, QA Analysts, and IT. 
• Work independently, effectively prioritize, and manage your time to ensure you review the necessary number of tickets daily and drive the assigned QA projects/ initiatives forward
• Onboard, answer questions, and monitor the development of newly hired QA specialists, Member Care Specialists, or Contractors through careful analysis of progress metrics and direct collaboration with MX and QA Managers
• Organize and facilitate weekly QA calibrations and complete GraderQA assignments to ensure QA alignment with the Partner and development of QA Teams
• Communicate effectively with the QA team and other stakeholders to identify customer pain points and propose solutions to processes, systems, policies, and member experience for improvement
• Act as an SME of QA and MX processes & systems

This is a remote US role with a preference for candidates based on the East Coast. 

• 1+ year of experience in customer support with 4+ years in a QA position, and ideally in a fast-paced startup environment
• Experience with chat and phone support channels and creating white glove support experiences
• 3+ years of experience collecting, analyzing, and visualizing customer support data to provide data-driven insights and recommendations for internal stakeholders
• Strong interpersonal communication skills and ability to build relationships with cross-functional stakeholders
• A proven track record of high performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems
• Ability to remain calm and effective under pressure
• Ability to navigate many systems and tools and understand how they work together
• Experience using Zendesk, Slack, Google Suite, Jira, Confluence, MaestroQA, or other QA software
• Project management experience (ideally in process improvement)
• Completion of any Coaching or Quality Assurance course is a plus
• Experience in Membership or Healthcare business environment is a plus

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $93,000 - $116,000
• Region 2 $83,000 - $104,000
• Region 3 $77,000 - $96,000

A recruiter can determine your zones/tiers based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Arkansas (AR), Delaware (DE), Iowa (IA), Mississippi (MS), Missouri (MO), Nebraska (NE), Oklahoma (OK), Rhode Island (RI), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI)

Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of fake job offers!
We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:

• Our jobs are listed only on the ŌURA Careers page and trusted job boards.
• We will never ask for personal information like ID or payment for equipment upfront.
• Official offers are sent through Docusign after a verbal offer, not via text or email.

Stay cautious and protect your personal details.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.