Key skills
Communication
About this role
Role Overview
- Lead, mentor, and develop a team of QA Specialists
- Own the QA strategy, framework, and roadmap for your team
- Oversee regular audits across calls, messages, documentation, and other operational workflows
- Ensure consistency, fairness, and accuracy in all evaluations
- Develop and maintain SLAs, quality benchmarks, and performance expectations
- Support the ongoing development and effectiveness of QA Specialists
- Uphold Solace’s brand voice, values, and commitment to exceptional service
- Champion a culture of continuous improvement, accountability, and excellence
Requirements
- Experience in quality assurance, clinical operations, healthcare services, or a related field
- A track record of managing CX, QA, or support teams—you’ve hired, coached, and, when needed, managed performance issues
- Familiarity with QA frameworks, performance evaluation, and coaching methodologies
- Proven ability to support processes, systems, and teams in high‑growth environments
- High standards for accuracy, consistency, and operational rigor
- Strong cross‑functional communication skills and the ability to influence without authority
- Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast
Benefits
- Offers Equity