Lead, Quality Assurance (Call Center)

Blink Health is a digital health company dedicated to making prescription medications affordable and accessible for everybody. The patient experience is at the heart of everything we do. We are the world’s first cloud-based, pharma-to-patient platform that dramatically improves affordability, transparency, convenience and accessibility to prescription medications. Blink Health’s proprietary technologies (BlinkRx and Quick Save) offer a dramatically more efficient prescription delivery system that enables patients to receive their medications at the lowest possible price. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! Responsibilities: Manage, coach, and develop a growing team of Quality Assurance Analysts Assign work to team, prioritize, and monitor to ensure QA goals are met Build and design QA program and scorecards to align with business performance objectives Own the QA strategy and workflow design Manage and coordinate projects, timelines, and assignments to ensure timely deliverables Analyze and assess the root cause of performance trends Partner with Talent Learning & Knowledge team to assess training needs Communicate and collaborate with stakeholders on performance reviews Lead calibration sessions Manage and maintain reporting, ensuring that information is relevant and utilized Build and maintain SOPs and program governance standards Regularly audit and oversee the quality of QA Analyst deliverables Foster a collaborative, cohesive, and enjoyable team dynamic   Requirements:  Bachelor’s degree in Business Management, Quality, Analytics, Education, or related field 2+ years of leadership experience in a fast paced environment  3+ years of quality assurance experience in a call center environment Experience with quality management platforms such as Playvox or similar Highly analytical and comfortable with designing and delivering reporting Strong leadership; ability to provide critical and on-time feedback and coaching to team members and business partners  Ability to leverage data to make crucial decisions independently  Strong problem solving skills, especially when working with ambiguous information  Attention to detail with a knack for precision and organization  Confident, patient, respectful, and a clear communicator Why join us: At Blink, we put humans first. We want everyone at Blink to be able to do the best work of their lives. We are a relentlessly learning, constantly curious and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. We care about the future of healthcare and are looking for people who share our passion.