Remote or Nashville, TN Quality Assurance Manager

Overview

OUR MISSION We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond. Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters. What you’ll do As a Quality Assurance Manager at Thyme Care, you will lead and develop a team of Quality Assurance Coordinators, Associates, and Senior Associates while owning the execution and evolution of our Quality Assurance program for the Care Team. You sit within the QTE organization and report to the Director of QTE, playing a critical role in ensuring high-quality, consistent, and scalable Care Team interactions with our members. You will balance people leadership, operational excellence, and hands-on quality work. In this role, you partner closely with Care Delivery Leadership, Care Team Leads, and cross-functional stakeholders to drive continuous improvement across both human-led and AI-enabled QA processes. On an ongoing basis, you will:

• 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

What you’ve done

• 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)

Nice to have

• Experience implementing AI-driven or automated QA solutions
• Experience working in a fast-growing, startup, or scaling organization
• Healthcare or health tech experience

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