Full-Time Quality Assurance Lead

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’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.

1. 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.
2. Monitor quality metrics and CSAT of assigned BPO partners.
3. Collaborate with their QA Teams and Partner Operations specialists to improve performance and meet the established KPIs.
4. 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.
5. Help scale the QA Program through reporting, process, system improvements, and expansion to new support channels, as well as business areas.
6. Review daily queues of tickets from the assigned Member Care Representatives and score them based on a set of criteria.
7. 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.
8. 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.
9. 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.
10. Organize and facilitate weekly QA calibrations and complete GraderQA assignments to ensure QA alignment with the Partner and development of QA Teams.
11. 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.
12. Act as an SME of QA and MX processes & systems.

Requirements

• 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.

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