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

Note: The job is a remote job and is open to candidates in USA. ClearCaptions, LLC is dedicated to improving the lives of seniors and their caregivers through innovative communication solutions. The Quality Assurance Manager will oversee captioning quality and software quality assurance, leading a team to ensure compliance with FCC standards and enhance QA practices across the organization.

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

Skills

• 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)
• Knowledge of ASR, NLP, telephony, or captioning systems preferred

Company Overview

• ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community. It was founded in 2011, and is headquartered in Roseville, California, USA, with a workforce of 501-1000 employees. Its website is https://clearcaptions.com/.

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