Quality Assurance Manager

Thyme Care • Nashville, TN

4d • $105,000 - $120,000

About The Position

As a Quality Assurance Manager at Thyme Care, you will lead and develop a team of Quality Assurance Coordinators, Associates, and Senior Associates while owning the execution and evolution of our Quality Assurance program for the Care Team. You sit within the QTE organization and report to the Director of QTE, playing a critical role in ensuring high-quality, consistent, and scalable Care Team interactions with our members.
You will balance people leadership, operational excellence, and hands-on quality work. In this role, you partner closely with Care Delivery Leadership, Care Team Leads, and cross-functional stakeholders to drive continuous improvement across both human-led and AI-enabled QA processes.

Requirements

• 4+ years of experience leading or managing a Quality Assurance team, ideally within a customer-facing service, call center, or healthcare environment
• Worked in a Quality Assurance role with responsibility for evaluating customer or member interactions
• Supported or owned QA process improvement initiatives, including standardization and operational optimization
• Partnered cross-functionally with operational leaders to drive quality improvements
• Worked in or closely alongside a call center or frontline operations environment, with a strong understanding of agent workflows and quality challenges
• Implemented, owned, or optimized QA tools or technology platforms (AI-based or otherwise)

Nice To Haves

• Experience implementing AI-driven or automated QA solutions
• Experience working in a fast-growing, startup, or scaling organization
• Healthcare or health tech experience

Responsibilities

• Manage and support the Quality Assurance team, including performance management, coaching, and professional development
• Ensure Quality Assurance new hires are trained effectively and set up for long-term success
• Own monthly QA operations, including workload planning, QA completion tracking, calibration scheduling, and facilitation
• Partner closely with Care Delivery Leadership and Care Team Leads to identify quality gaps and opportunities to improve Care Team interactions with members
• Contribute directly to QA reviews by evaluating Care Team interactions and auditing QA team reviews to ensure calibration and consistency
• Own the implementation, ongoing management, and optimization of an AI-based Quality Assurance tool that supports and enhances the QA program
• Translate Care Team workflows and quality expectations into effective AI-driven evaluation criteria
• Ensure AI-generated insights are aligned with operational workflows, quality standards, and performance goals
• Continuously identify opportunities to improve the effectiveness, consistency, and scalability of the QA program through process improvement, calibration, and automation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees