QA Manager, Customer Experience

Claritas Rx is a digital health venture that brings clarity to the challenges of specialty biopharmaceutical products in the marketplace. In today's highly complex specialty networks, our mission is to illuminate the patient experience. Claritas Rx leverages a proprietary technology platform and deep manufacturer expertise to automate and integrate channel, commercial, and clinical data and help biopharmaceutical companies generate actionable business insights. Our work uncovers the real-world variables impacting patient access, duration of therapy, and other metrics key to commercial success, making a real impact on patient healthcare.

As QA Manager, you will report into the Customer Experience (CX) Operations Group and work across the other CX functions to ensure a robust and structured QA process for all customer deliverables. The CX team is focused on: working with drug manufacturers and data partners to align on data field specifications and onboard diverse data sources and delivering reports and dashboards to help manufacturers obtain brand, data partner, and patient journey insights from their data. 

The other CX functional groups are:

• Implementation: responsible for the successful deployment of new customer programs and large expansions for existing customers
• Production Support: responsible for ongoing data processing monitoring and bug fixes post go-live
• Recurring Professional Services: responsible for ongoing enhancements and expansion for existing customers
• Customer Success: responsible for overall account management and customer satisfaction

Key Accountabilities 

Establish and maintain a Quality Management System and QA Model

• Define a standard QA model to apply consistently across all programs that ensure independent QC and documentation before any new or updated deliverables (data extracts, reports, dashboards) are deployed to production
• Establish detailed test scripts for different scenario testing
• Establish guidlelines for QC process steps, including hand-offs and documentation

Incident and CAPA management

• Track issues in customer deliverables released to production that were a result of a missed or incomplete QC step
• Monitor production support tickets to identify trends and make suggestions for improved platform performance
• Review incidents, working with CX and Dev teams to understand and document root cause
• Suggest preventative measures, including the roll-out to and education of internal team members on the actions
• Work with project teams to prepare external communications around root cause and actions taken

Faciliate successful hand-offs between CX functional groups

• Perform implementation audits against customer contracts before hand off to production support team
• Attend project team implementation retrospectives and ensure learnings are implemented into ongoing operations

Education/Experience: 

• 10+ years in a quality assurance / quality management function in a software company working with healthcare data
• Prior experience establishing a Quality Management System (QMS) at a company, including establishing SOPs, training internal teams, and managing ongoing adoption
• Prior CAPA experience: conducting reviews, assessing root causes, and working with cross-functional internal teams to implement preventative actions
• Demonstrated ability to work between professional services and software teams for incident reporting
• Lean / 6-sigma training strongly preferred

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools.  

In addition to our great environment, we offer a competitive salary of $135,000 and $160,000 and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  Claritas Rx embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.

Join us and discover what it feels like to be part of an environment that rewards ingenuity, risk taking and smart work. It's time to fall in love with what you do!