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Manager, Training & Quality Assurance

1 month, 3 weeks ago
United States
Full-time
Senior
Manual QA Tester
Quality Assurance and Testing
Apply Now
Ro

Ro

Ro is a telehealth provider that connects patients with licensed healthcare professionals online to offer treatments for various health concerns, including weight loss, sexual health, hair loss, and fertility.

Health Care Providers & Services
251-1K
Founded 2017
$1023M raised
View All Jobs 8

Description

  • Own and drive the Training and QA roadmap, balancing near-term operational needs with longer-term capability building.
  • Define and lead the end-to-end Training and Quality Assurance strategy for Ro’s non-clinical Member Experience teams across onshore and BPO partners.
  • Design and implement scalable onboarding programs, including curriculum development, certification frameworks, and role-based learning paths for new hires.
  • Build and evolve continuous learning programs to support ongoing development, product education, policy updates, and performance improvement.
  • Define and operationalize a centralized QA framework across support channels (messaging, email, voice), including scorecards, audit methodologies, and calibration processes.
  • Partner with Operations and frontline leadership to translate QA insights into targeted coaching, training interventions, and measurable performance improvements.
  • Develop feedback loops between QA, training, and operations to identify systemic gaps and drive continuous improvement initiatives.
  • Serve as primary QA and training point of contact for BPO partners; lead vendor calibration sessions, quality reviews, and training audits to ensure alignment to Ro standards.
  • Leverage QA and performance data to identify trends, knowledge gaps, and drivers of performance, and translate insights into actionable training and quality programs.
  • Introduce and scale tools, technologies, and best practices (including AI-enabled QA and learning tools) and support organizational change initiatives with structured training and readiness plans.

Requirements

  • 5+ years of experience in training, quality assurance, customer experience, or service operations in complex, scaled environments.
  • 3+ years of leadership experience managing individual contributors or senior ICs.
  • Proven experience building and scaling training programs and QA frameworks across distributed teams, including BPO environments.
  • Strong understanding of quality assurance methodologies, calibration processes, and performance management in customer support or patient experience settings.
  • Experience supporting omnichannel environments (chat, messaging, email, voice) with a focus on consistency and quality across channels.
  • Strong data fluency with experience analyzing QA results, performance trends, and learning outcomes to drive business decisions.
  • Hands-on experience with CRM and support tooling (e.g., Zendesk) and familiarity with QA platforms, LMS tools, and AI-enabled solutions.
  • Demonstrated ability to influence cross-functional stakeholders (Product, Engineering, Legal, Quality & Safety) and translate business needs into scalable training and quality programs.
  • Experience working in fast-paced, high-growth environments with the ability to balance strategic thinking and hands-on execution.

Benefits

  • Target base salary range $106,300 - $128,000 plus competitive equity and benefits package.
  • Full medical, dental, and vision insurance plus OneMedical membership and Healthcare and Dependent Care FSAs.
  • 401(k) with company match.
  • Flexible PTO, paid parental leave, and fertility benefits.
  • Wellbeing and Learning & Growth reimbursements plus virtual resources for mindfulness, counseling, and fitness.
  • Pet insurance and student loan refinancing.
  • Remote-first flexibility (work anywhere in the U.S.) with in-person collaboration expectations for tri-state (NY) employees and periodic on-sites for others.

Interested in this position?

Apply directly on the company website

Apply Now

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