Quality Assurance Lead at Function Health – Austin, Texas

Company Overview:
Function Health was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z).
Hundreds of thousands of members have joined Function to take control of their health. We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action and a growth mindset. Function fosters a collaborative and dynamic environment, where every day we are building the future.
Role:
We’re seeking a Quality Assurance (QA) Lead who will oversee and improve the quality of customer interactions by monitoring, evaluating, and supporting managers who deliver coaching/feedback to agents. Their responsibilities include developing quality standards, analyzing metrics, supporting managers in pulling together feedback, and identifying areas for training and process improvement to enhance the overall customer experience.
Key Responsibilities:

• Monitoring and Evaluation: Reviewing customer interactions (calls, emails, chat) against established quality criteria.
• Supporting Leadership in Coaching/Feedback where needed, and assisting managers in preparing for coaching.
• Quality Standards: Developing and maintaining internal quality standards and scoring rubrics to ensure consistent service delivery.
• Performance Analysis: Analyzing customer service metrics (e.g., CSAT, First Response Time) to identify trends and understand how agent performance impacts them.
• Training and Development: Identifying training needs and collaborating on the creation of onboarding and development programs.
• Process Improvement: Recommending and implementing strategies to improve overall support quality and the customer experience.
• Reporting: Creating reports that document agent performance, quality trends, and the effectiveness of implemented improvements.
• Oversee and Support Auditors: Ensuring a scalable auditing schedule, adherence to auditing goals, and running calibration sessions.

Qualifications/Skills:

• Experience working with QA programs in a high-volume support environment (evaluation forms, QA rubrics, calibration, scoring, audits).
• Highly data-minded, with the ability to analyze trends, scorecards, and performance insights to drive decisions.
• Strong reporting skills, including trend analysis and surfacing insights for managers and leadership.
• Creative problem solver who can diagnose root-cause issues and propose workflow or training improvements.
• Proactive partner who collaborates closely with managers to deliver meaningful feedback, close performance gaps, and elevate team effectiveness.
• Strong communication skills with the ability to translate data into clear, actionable coaching recommendations.

Nice-to-Haves

• Experience coaching frontline agents directly.
• People management experience (especially managing coaches, QAs, or support team leads).
• Familiarity with DTC or health-tech support environments.

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.

• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.

• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.

• Radical Ownership, Relentless Execution:
  • We don’t just ship—we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.

• Mission Over Ego:
  • We are ruthlessly aligned to our mission—and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.

• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do
  • We prioritize clinical precision—data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us:
We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.
At Function, we celebrate diversity and are committed to building an inclusive and equitable workforce. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, veteran status, marital status, ancestry, or any other characteristic protected by applicable law.
Join the Function Health team and become a part of our mission to revolutionize healthcare. Work with us to make a difference in the lives of thousands, ensuring a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.