Quality Program Advisor - Expert

The Expert Quality Program Advisor is a senior individual contributor and enterprise subject matter expert responsible for leading the implementation, adoption, and ongoing application of the Business Quality Management System (BQMS) across assigned business functions.

Serving as a strategic advisor and primary quality partner, this role collaborates with functional leaders, subject matter experts, and cross-functional teams to translate enterprise quality standards, governance requirements, and maturity expectations into practical, scalable business practices. The Advisor leads complex quality assessments, advanced analyses, root-cause investigations, and enterprise initiatives to identify systemic risks, strengthen operational performance, and drive continuous improvement.

Through consultation, coaching, change leadership, and performance monitoring, this role influences outcomes without direct authority, builds organizational quality capability, and promotes consistent adoption and accountability. The Expert Quality Program Advisor helps embed prevention, continuous improvement, and measurable quality outcomes into business operations and strategic initiatives aligned with Delta Dental’s strategy.

Work Location: This is a hybrid position and will report to a local office as needed in one of the following locations: Camp Hill, PA; Alpharetta, GA; Cerritos, CA; San Francisco, CA; Oakland, CA; or Rancho Cordova, CA. Light travel to other office locations may be required based on business needs. Current internal team members who are designated as remote will also be considered for the position and are exempt from the hybrid work location requirement.

• Lead the implementation, adoption, and sustained application of Business Quality Management System (BQMS) standards across assigned business functions. Integrate quality requirements into operational processes, projects, strategic initiatives, and scalable business solutions to promote consistency and standardization.
• Serve as the primary quality liaison for assigned business areas, building trusted relationships with functional leaders, business partners, subject matter experts, and operational teams. Align quality initiatives with business priorities and influence commitment and action without direct authority.
• Partner with business leaders to integrate quality principles and measurable outcomes into strategic planning, transformation efforts, and initiatives supporting Delta Dental’s strategy. Connect quality maturity with long-term business, customer, provider, and member outcomes.
• Lead end-to-end quality assessments and testing, including the development of hypotheses, test plans, documentation, procedures, statistical and compliance criteria, and quality standards. Analyze complex operational data, trends, and process controls to identify risks, nonconformance, and improvement opportunities.
• Independently conduct complex research, root-cause investigations, and multifactor analyses of operational errors and process issues. Translate findings into actionable recommendations, reporting, and consultation with leaders to reduce risk, improve effectiveness, and optimize performance.
• Lead enterprise-wide quality projects and coordinate cross-functional teams and stakeholder groups to resolve complex issues, remove adoption barriers, and ensure quality standards and improvement initiatives are implemented consistently and sustainably.
• Facilitate organizational readiness and change-management activities that strengthen awareness, engagement, accountability, continuous improvement, and shared ownership of enterprise quality expectations.
• Provide consultation, coaching, and education on Quality Management System (QMS) standards, BQMS requirements, Lean Six Sigma principles, and quality methodologies. Develop and maintain adoption toolkits, implementation guides, training materials, and leading practices that build sustainable quality management capabilities among leaders, subject matter experts, and quality practitioners.
• Measure and monitor BQMS adoption, implementation progress, stakeholder engagement, and quality maturity across assigned business areas. Identify gaps requiring additional support and regularly present actionable insights, trends, and recommendations to Directors, Vice Presidents, and other key stakeholders.
• Provide quality expertise and support for internal and external audits and investigations to help ensure compliance with Delta Dental standards and applicable regulatory and external agency requirements.

Minimum Qualifications

• Bachelor’s degree.
• 7+ years of relevant professional experience.
• Healthcare or health insurance industry experience highly preferred.

Experience

• 7+ years of experience in one or more of the following areas: project management, process engineering, business analysis, process analysis, statistical analysis, service delivery, and/or quality management.
• Experience leading large, complex initiatives involving multiple business areas and stakeholders within a matrixed organization.
• Experience working within, or demonstrated knowledge of, Delta Dental business operations highly preferred.
• Experience applying Lean Six Sigma principles, Agile methodologies, or similar process and quality improvement practices; related certification preferred.

Knowledge, Skills & Abilities

• Strong organizational and planning skills with the ability to manage multiple concurrent priorities, projects, and deadlines.
• Excellent analytical, problem-solving, and critical-thinking skills, including knowledge of statistical analysis techniques and the ability to translate complex findings into actionable business recommendations.
• Advanced knowledge of project management, quality management, and process/business improvement methodologies, best practices, and strategies.
• Ability to exercise independent judgment when interpreting policies, standards, and operating practices while navigating complex business needs and multiple stakeholders.
• Strong presentation, verbal, and written communication skills, including the ability to clearly communicate complex concepts, recommendations, and findings to senior leadership.
• Excellent relationship management and interpersonal skills, with demonstrated ability to establish trusted partnerships and influence individuals at all levels of the organization without direct authority.
• Demonstrated ability to lead and deliver large, complex, cross-functional initiatives in a matrixed environment.
• Advanced proficiency with Microsoft Excel, including charting and graphical analysis, as well as Microsoft Word and PowerPoint. Experience with SigmaXL or similar statistical analysis tools preferred.
• Experience with Microsoft 365 applications, including Microsoft Copilot, preferred.
• Experience using artificial intelligence tools, such as Microsoft Copilot, Claude, or similar platforms, to support analysis, productivity, or business processes preferred.
• Ability to maintain confidentiality, exercise discretion, and appropriately manage sensitive business information.
• Lean Six Sigma certification and/or experience applying Lean Six Sigma and Agile principles preferred.

Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. 
Pay Grade 22. $93,400 - $202,400