Quality Assurance Lead - Member Experience

March 27

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $93k - $116k / year

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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ŌURA

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ŌURA is a company that produces smart rings designed to provide in-depth health metrics and insights. The Oura Ring tracks a variety of health-related data such as sleep patterns, heart rate, activity levels, and stress. It aims to help users live healthier and more productive lives through accurate biometrics tracked via a comfortable ring worn all day and night. With features that benefit women's health, heart health, and overall wellness, ŌURA rings are marketed as both technologically advanced and user-friendly devices for personal health monitoring.

Consumer electronics • Health technology • Wearable technology • Sleep monitoring • Software development

201 - 500 employees

🧘 Wellness

📋 Description

• Our mission at Oura is to empower every person to own their inner potential. • Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality. • We’re looking for an enthusiastic, detail-oriented Quality Assurance Lead to join our Member Experience department. • You’ll drive forward QA initiatives, ensuring that Managers, Member Care Representatives, and partners receive specific and actionable feedback. • You’ll also collaborate closely with our Content, Training, IT, Partner Operations, and other MX teams to improve member experience, training, content, processes, and systems based on QA insights and other performance data. • This is a remote US role with a preference for candidates based on the East Coast.

🎯 Requirements

• 1+ year of experience in customer support with 4+ years in a QA position, and ideally in a fast-paced startup environment • Experience with chat and phone support channels and creating white glove support experiences • 3+ years of experience collecting, analyzing, and visualizing customer support data to provide data-driven insights and recommendations for internal stakeholders • Strong interpersonal communication skills and ability to build relationships with cross-functional stakeholders • A proven track record of high performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems • Ability to remain calm and effective under pressure • Ability to navigate many systems and tools and understand how they work together • Experience using Zendesk, Slack, Google Suite, Jira, Confluence, MaestroQA, or other QA software • Project management experience (ideally in process improvement) • Completion of any Coaching or Quality Assurance course is a plus • Experience in Membership or Healthcare business environment is a plus

🏖️ Benefits

• Competitive salary and equity packages • Health, dental, vision insurance, and mental health resources • An Oura Ring of your own plus employee discounts for friends & family • 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off • Paid sick leave and parental leave