QA Manager

Solace

21h

About The Position

We’re looking for a QA Manager to build, scale, and lead the quality foundation of our team. In this role, you’ll manage a team of QA Specialists, partner cross‑functionally with Clinical Operations and CX, and serve as the backbone for how we measure and improve quality across our workflows. Reporting to our Senior Manager of Quality & Training, you’ll focus on leading and developing our QA Specialists, ensuring they have the direction, tools, and support needed to deliver high‑quality evaluations and strengthen the consistency and reliability of our operations.

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
Applicants must be based in the United States.

Responsibilities

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

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