Director, Technical Quality Assurance

Location: US or Canada Remote

Job Summary
The Director, Technical Quality Assurance will lead OPEN Health’s quality assurance strategy across both client-facing digital solutions and internal AI-enabled workflow tools. This role is responsible for building and leading a fit-for-purpose QA practice that supports both revenue-generating client delivery and internally funded technology and AI initiatives.

This is a hybrid leadership role with two core areas of focus:

• 50% focused on QA for client-facing digital and omnichannel solutions delivered through various business units, including websites, portals, congress interactive activations, Veeva presentations, digital content assets, and client-facing technology platforms and products.
• 50% focused on QA for internally facing AI workflows, automation tools, and process enhancements that improve speed, quality, and efficiency across OPEN Health operations.

This individual will establish QA frameworks, standards, automations, and team capability across traditional digital delivery and emerging AI-enabled solutions. A key part of the role will be building the QA function from the ground up, including defining the operating model, identifying resource needs, and developing business cases to support investment in QA coverage across both billable client work and internally funded strategic priorities.

As this role will be responsible for establishing the QA practice, the successful candidate must be prepared to be hands-on in the early stages — directly leading and executing testing activities where needed, while standing up automation, tooling, and scalable processes to reduce manual effort and support growth over the first 6–12 months.

Essential Duties & Responsibilities

QA Practice Leadership & Strategy

·         Define and lead the overall QA strategy for both client-facing and internal technology solutions.

·         Build and mature OPEN Health’s QA function, including standards, operating model, governance, tooling, reporting, and team structure.

·         Develop a scalable QA resourcing model that supports both billable client delivery and internally funded priority initiatives.

·         Build business cases for QA staffing, contractor support, and tooling investments.

·         Establish fit-for-purpose QA frameworks, processes, and governance.

·         Define a phased roadmap to mature the QA function, prioritizing early automation, reusable test assets, and rapid operational coverage.

·         Create quality metrics, reporting, and risk management processes.

·         Drive a quality-first culture across engineering, product, AI, and business teams.

Client-Facing Digital / Omnichannel QA

·         Lead QA for client delivery solutions across global medical affairs, promotional medical education, and other business units, including omnichannel campaigns, websites, portals, apps, and digital assets.

·         Oversee QA for client-facing technology platforms, digital products, and future technology-enabled offerings.

·         Ensure testing covers functional, regression, integration, performance, accessibility, security, and user experience requirements.

·         Build repeatable QA processes and automations to support faster and more consistent client delivery of omni-channel and digital assets.

·         Partner with delivery teams to ensure QA is embedded early in project lifecycles and appropriately scoped in project plans.

·         Support project teams in defining QA effort for client work to improve delivery confidence and protect margins.

·         Be prepared to directly support hands-on testing and release validation in the near term while team capacity is being built.

AI Workflow & Internal Automation QA

·         Lead QA for internally facing AI solutions, workflow tools, automation enhancements, and operational technology platforms.

·         Develop testing frameworks for AI-enabled processes covering workflow accuracy, output consistency, exception handling, data integrity, and usability.

·         Define practical quality standards for AI tools, balancing speed of innovation with risk management.

·         Partner with AI engineering, IT, business operations, and business teams to improve testing coverage for new solutions.

·         Ensure AI tools are deployed responsibly, with appropriate controls, monitoring, and release readiness.

·         Personally lead or support testing of priority AI solutions during initial team build-out.

Team Building, Test Automation & Capability Development

·         Assess near-term and long-term QA capability needs and define the right mix of internal team members and specialist support.

·         Build and lead a high-performing QA team, including hiring, coaching, mentoring, and performance management.

·         Prioritize implementation of test automation, reusable scripts, and QA tooling early in the role.

·         Identify quick-win opportunities to introduce automation and process improvements within the first quarter.

·         Evaluate and implement appropriate QA tools and platforms.

·         Develop QA best practices, playbooks, and reusable test assets.

·         Support resource planning and demand forecasting across client and internal portfolios.

Experience, Skills, and Qualifications

·         10+ years of experience in quality assurance, software testing, or technical delivery, with leadership responsibility.

·         Strong experience leading QA across digital platforms, web solutions, and client-facing products.

·         Experience building or scaling QA teams and operating models.

·         Experience developing resource plans, staffing models, and investment cases for QA capability.

·         Demonstrated willingness and ability to operate hands-on when needed.

·         Strong experience with QA automation and implementing scalable testing solutions.

·         Experience with omnichannel / digital healthcare, pharmaceutical, or regulated environments preferred.

·         Practical experience testing AI-enabled tools, automation workflows, or intelligent systems.

·         Strong stakeholder management and communication skills.

Travel Requirements

Limited travel as needed for key meetings, client engagements, or team collaboration.