Quality Assurance Lead - Remote

Overview

As a Quality Assurance Lead at Oura, you will drive QA initiatives and collaborate with various teams to enhance member experience and improve processes.

In Short

• Lead QA initiatives within the Member Experience department.
• Provide actionable insights through data analysis and reporting.
• Monitor quality metrics and collaborate with BPO partners.
• Represent QA in various meetings and ensure program alignment.
• Review and score tickets from Member Care Representatives.
• Onboard and monitor new QA specialists and Member Care Specialists.
• Organize weekly QA calibrations and manage QA alignment.
• Communicate effectively to identify and propose solutions for improvement.
• Act as a Subject Matter Expert for QA processes and systems.
• Work independently and manage time effectively to meet QA project goals.

Requirements

• 1+ year of customer support experience and 4+ years in QA.
• Experience with chat and phone support channels.
• 3+ years of experience in data analysis and visualization.
• Strong communication skills and relationship-building capability.
• Attention to detail and excellent organizational skills.
• Ability to remain calm under pressure.
• Familiarity with various systems and tools.
• Experience with Zendesk, Slack, Google Suite, Jira, and QA software.
• Project management experience in process improvement.
• Coaching or Quality Assurance course completion is a plus.

Benefits

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