QA Manager, Customer Experience

Posted about 1 month agoViewed

💎 Seniority level: Manager, 10+ years

📍 Location: United States

💸 Salary: 135000.0 - 160000.0 USD per year

🔍 Industry: Digital health and specialty biopharmaceuticals

🏢 Company: Claritas Rx👥 101-250💰 Private about 4 years agoInformation Services Service Industry Analytics Information Technology

⏳ Experience: 10+ years

🪄 Skills: Project ManagementSoftware DevelopmentSQLData AnalysisETLQA AutomationJiraCross-functional Team LeadershipREST APITestRailAnalytical SkillsMicrosoft ExcelCI/CDAgile methodologiesMicrosoft Office SuiteExcellent communication skillsQuality AssuranceRisk ManagementTeam managementStakeholder managementProcess improvementData modelingCustomer Success

Requirements:

10+ years in a quality assurance/quality management role at a software company dealing with healthcare data.
Experience in establishing a Quality Management System including SOPs and training.
Prior CAPA experience with incident reviews and implementing preventive actions.
Proven ability to collaborate between professional services and software teams for incident reporting.
Lean/Six Sigma training is strongly preferred.

Responsibilities:

Establish and maintain a Quality Management System and QA Model.
Define a standard QA model to ensure independent QC and documentation for new or updated deliverables.
Create detailed test scripts for different testing scenarios.
Establish QC process guidelines including hand-offs and documentation.
Manage incidents and CAPA processes, tracking issues in productions.
Monitor production support tickets to identify trends and improve performance.
Review incidents with CX and Dev teams to document root causes.
Suggest preventive measures and educate internal teams on actions.
Prepare external communications regarding root causes and resolutions.
Facilitate hand-offs between CX functional groups.
Perform implementation audits against customer contracts.
Attend project implementation retrospectives to implement learnings.

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