Quality Assurance Manager

2 days ago

Calamba, Calabarzon, Philippines NEXTVAS INC. Full time $90,000 - $120,000 per year

OpenLoop is looking for a QA Manager to join our team in the Philippines, reporting directly to our Site Officer. This role will be crucial in overseeing the BPO relationship with OpenLoop and our support teams. We are looking for a detail oriented and rigorous individual who will bring experience and discipline to our operation. The QA Manager will be responsible for ensuring the highest quality standards across our patient support and customer service operations. This role requires a detail-oriented professional who can proactively identify opportunities for improvement while maintaining rigorous quality assurance protocols.

Key Responsibilities:

  • Develop and implement comprehensive QA frameworks for patient support and customer service teams
  • Conduct regular quality monitoring of agent interactions through call reviews, chat audits, and email assessments
  • Create detailed performance metrics and reporting systems to track agent quality
  • Identify trends and patterns in customer interactions to drive process improvements
  • Collaborate with training teams to address quality gaps and implement targeted coaching plans
  • Ensure compliance with healthcare regulations and company policies
  • Maintain QA documentation and standard operating procedures
  • Provide regular reporting to US and Philippines leadership teams
  • Manage and develop a team of QA specialists

Required Qualifications:

  • 5+ years of quality assurance experience, preferably in healthcare or customer service environments
  • 3+ years of people management experience
  • Strong experience with patient support or healthcare customer service operations
  • Experience with multiple customer service channels (phone, email, chat)
  • Exceptional attention to detail and analytical skills
  • Outstanding written and verbal communication abilities
  • Proven track record of implementing process improvements
  • Bachelor's degree in relevant field

Key Competencies:

  • Meticulous attention to detail
  • Proactive problem-solving approach
  • Strong critical thinking and analytical skills
  • Excellent leadership and coaching abilities
  • Customer-centric mindset
  • Ability to work effectively in a fast-paced environment
  • Results-driven with high standards for quality

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Our Company

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Job Type: Full-time

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training

Ability to commute/relocate:

  • Calamba City: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Quality management: 5 years (Required)
  • Supervising: 3 years (Required)

Language:

  • English (Required)

Work Location: In person

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