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Thyme Care · 7 hours ago

Quality Assurance Manager

United States

Full-time

Remote

Mid, Senior Level

$105K/yr - $120K/yr

4+ years exp

Thyme Care is a market-leading value-based oncology care enabler, focused on improving the experience for people with cancer. The Quality Assurance Manager will lead a team to ensure high-quality interactions within the Care Team while driving continuous improvement and operational excellence.

Health CareMedicalOncology

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

Qualification

Quality Assurance managementAI-based QA toolsProcess improvementHealthcare experienceCross-functional collaborationPeople leadershipOperational excellenceCoachingDevelopmentCommunication

Required

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)