ClearCaptions, LLC · 1 day ago
Quality Assurance Manager - Caption & Testing Services (100% Remote)
United States
Full-time
Remote
Senior Level, Lead/Staff
$136K/yr - $145K/yr
8+ years expClearCaptions, LLC is dedicated to improving the lives of seniors and their caregivers through innovative communication solutions. The Quality Assurance Manager oversees captioning quality and software quality assurance, leading a team to ensure compliance with FCC standards and drive continuous improvement across services.
Health CareTelecommunicationsVirtual Reality
No H1B
Responsibilities
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
Qualification
Required
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
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-starter with strong organizational and time management skills, self-directed and able to handle multiple 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 (up to 15%); will include some overnight travel
Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
Preferred
Knowledge of ASR, NLP, telephony, or captioning systems preferred
Company
ClearCaptions, LLC
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-03-25Acquired
Leadership Team
Robert Rae
Chief Executive Officer
Recent News
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2025-04-07
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