Quality Assurance Manager - Caption & Testing Services (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com. The kind of people we look for: • Versatile people who thrive on variety and challenge • Excited about working in a fast-paced environment. • Innate problem solvers who want to grow in a flexible, collaborative culture. • Takes initiative, pushes boundaries, motivated to innovate. • Individuals with a growth mindset who want to use their learning and relationship-building skills. • Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality. Position Summary: The Quality Assurance Manager, Caption & Testing Services oversees the strategy, execution, and monitoring of captioning quality as well as software quality assurance across ClearCaptions services. This role leads a team of QA professionals and Quality Service Supervisors, and manages vendor relationships to ensure caption accuracy, accessibility, quality and compliance with FCC requirements. Partnering closely with cross functional teams, themanager develops and implements testing strategies that enhance QA practices, align with business objectives, and drive continuous improvement across development, operations, and service delivery. This is a Remote/Work from Home position reporting to the Director of QA/RM. What you will do: • Lead and manage the Captions QA and Quality Service teams, providing mentorship, coaching, and development. • Define and execute ClearCaptions’ quality strategy, ensuring alignment with business and compliance goals. • Oversee vendor relationship and performance, ensuring data accuracy, compliance with service-level agreements, and alignment with organizational standards and commitments. • Oversee captioning quality standards including accuracy, latency, readability, and usability. • Manage and implement good practice models for software quality execution. • Establish and monitor KPIs such as caption accuracy (WER), latency, defect density, and FCC compliance metrics. • Collaborate with Product, Engineering, Operations, and Compliance to embed quality in all delivery processes. • Ensure caption quality performance is measured, tracked, and reported through dashboards and scorecards. • Work with Change Management to identify root cause analyses (RCAs) and drive preventive/corrective actions for caption-related issues. • Partner with Release Management and Change Management to integrate quality KPIs into go/no-go criteria. • Represent ClearCaptions in FCC quality discussions and ensure regulatory adherence. • Champion continuous improvement initiatives, automation opportunities, and industry benchmarking. • Develop and drive the long-term Test Strategy, aligning it with ClearCaptions’ corporate objectives. • Translate strategic quality goals into actionable roadmaps and measurable initiatives. • Partner with executive leadership to ensure quality priorities are integrated into product, compliance, and customer experience strategies. • Anticipate industry trends, regulatory shifts, and technology advancements to keep ClearCaptions at the forefront of quality. • Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrade talent through timely talent management, development, succession planning and recruitment. Qualifications: • Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree preferred. • 8+ years of experience in Quality Assurance, Accessibility, or Speech-to-Text technologies, • 3+ year of management experience. • Demonstrated expertise in defining and driving QA strategies and KPIs. • Experience managing cross-functional QA or service quality teams. • Knowledge of ASR, NLP, telephony, or captioning systems preferred. • Strong knowledge of FCC and ADA accessibility requirements. • Analytical mindset with proven ability to drive data-informed decisions. • Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals. • Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies. • Strong analytical, planning and budgeting skills. Ability to influence others. • Excellent verbal and written communication skills, presentation, and problem-solving skills. • Self-starterwithstrongorganizationalandtimemanagementskills,self-directedandabletohandlemultiple priorities with demanding timeframes. • Ability to work collaboratively with colleagues and staff to create high-quality results-driven,team-oriented environment. • Demonstrated ability to use discretion,make sound decisions,and maintain confidentiality. • Willingness and ability to work flexible hours and travel(upto15%);will include some overnight travel. • Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams) Physical Demands: Employees may experience the following physical demands for extended periods of time: • Sitting, standing and walking (95-100%) • Keyboarding (70-90%) • Viewing computer monitor, tablet and cell phone requiring close vision (70-90%) Work Environment: 100% Remote: Work environment is at home. Compensation: $136,000 to $145,000 plus 10% determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Apply tot his job