Quality Assurance Manager

• Lead and manage QA Analysts, providing coaching, guidance, and development to ensure adherence to quality standards and performance goals
• Oversee the creation, execution, and continuous improvement of audit tools, monitoring forms, and QA procedures
• Collaborate with QA leadership to identify department-specific quality trends and lead root cause analysis discussions
• Drive the implementation of a modern QA system that aligns with organizational quality goals and enhances reporting capabilities
• Ensure team performance aligns with KPIs through routine scorecard review, one-on-one coaching, and professional development
• Create and maintain a structured development and evaluation program for QA team members to foster growth and performance accountability
• Facilitate and oversee calibration sessions to ensure scoring consistency and shared understanding of quality standards
• Provide strategic insight through quality reporting and presentations tailored to departmental and executive audiences
• Support and lead cross-departmental feedback loop closure and quality-based performance improvement plans
• Serve as a resource to training teams, offering insights that inform curriculum development and identify knowledge gaps
• Ensure timely completion of all QA evaluations, reports, appeals, and trending summaries
• Support audits for new operational areas and special projects including system upgrades, payer implementations, and new workflows
• Participate in the planning and coordination of QA initiatives across multiple teams and departments

QUALIFICATIONS:

• Minimum of 2–3 years of experience in a QA leadership role within a service-based or healthcare operations environment
• Demonstrated success managing a QA team and executing quality improvement initiatives
• Proven ability to analyze and interpret complex QA data and present findings clearly to multiple levels of leadership
• Strong understanding of QA methodologies, tools, and audit processes
• Experience leading calibration sessions and facilitating trend or insight-based meetings
• Strong communication and interpersonal skills with the ability to coach, influence, and collaborate across teams
• Must maintain confidentiality and adhere to all company policies and regulatory requirements
• Highly organized with strong problem-solving and decision-making skills
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams; familiarity with data visualization tools (e.g., Tableau) preferred
• Experience with QA systems (e.g., NICE, Verint, Maestro, Genie, etc.), including implementations and transitions, highly desirable
• Healthcare experience required

What will you learn in the first 6 months?

• In the first six months you will learn the function of the Quality Assurance team within the organization and be fully integrated in your position, company and team
• You will have a full and complete understanding of our metric requirements and reporting capabilities
• You will understand your role and responsibilities, to foster excellence in team performance
• You will develop team goals and monitor progress, as you build relationships with your team to encourage and understand their needs and abilities
• During this time, you will set measurable goals for personal development and growth

What will you achieve in the first 12 months?

• Fully implement and oversee enhanced QA strategies across multiple departments
• Guide the QA team in delivering consistent, insight-driven reporting and root cause analysis
• Support the rollout or transition to a modern QA platform that increases efficiency and data value
• Drive performance improvement through feedback loop closure, trend facilitation, and coaching oversight
• Establish a development and evaluation framework for QA staff to ensure consistent growth and accountability
• Expand QA support to new teams, special projects, and operational areas not previously covered