Operations QA Manager

Role Overview

• Manage Operations Quality Assurance methodologies and processes to produce data and insights that drive performance improvement of operations teams
• Implement and continuously refine quality monitoring processes, standards, and reporting to be used by cross-functional departments to drive alignment with agreed operational procedures, program business rules, and SLAs
• Maintain collaborative relationships with managers and staff from Operations teams, as well as peers from client program teams, to increase receptivity and adherence to defined processes and procedures
• Supervise, coach, mentor, and develop a team of Operations Quality Assurance Associates, including management of PTO, scheduling, payroll/timesheets, performance management, performance reviews, and individual development plans
• Responsible for all people management activities for the team, including hiring, training, onboarding, goal setting, performance management, and development
• Oversee the daily workflow and schedules of the department
• Motivate and develop teams to monitor and drive consistent quality, efficiency, and enhanced customer experience levels that meet defined quality standards
• Produce and refine regular reporting and performance dashboards to be shared with Operations, Program Management, Account Management, and other internal business leaders, as well as directly with clients in QBRs and other forums, to provide insight into current quality performance levels within operations teams
• Execute agreed-upon tools and approaches to analyze Quality Assurance data to detect performance trends, process or training gaps, service improvements, and efficiency opportunities
• Based on quantitative insights developed through analysis, develop recommended remediation actions or initiatives to drive improvements in operations quality performance levels
• Conduct regular forums with operations and program leaders to communicate performance improvement recommendations and partner with various departments to assist in implementing identified improvements
• Present insights and recommendations for quality performance improvement to operations leaders, associates, and client representatives, as appropriate
• Assist with department and Enterprise Quality special projects as required
• Assist with Buy & Bill/Affordability, Hub, and local functional projects as appropriate
• Perform other duties as assigned

Requirements

• Bachelor’s degree in Quality, Healthcare, or a related field, or 9 years of Quality Assurance or quality analyst experience within operations
• Six Sigma certification preferred
• At least 5–7 years in a quality assurance or quality analyst role within an operations environment
• At least 1 year in a people leadership role, demonstrating knowledge and skills in managing team productivity and leading cross-functional teams
• Solid understanding of data generation and analysis principles
• Strong knowledge of quality assurance and training methodologies
• Knowledge of healthcare operations management in call center, claims processing, and/or benefits investigation environments

Benefits

• Comprehensive benefits, including medical, dental, vision, life, and disability insurance
• Flexible paid time off (PTO) policy covering sick days, personal days, and vacations
• Eight standard company holidays and three floating holidays annually
• Participation in the company’s 401(k) plan with employer contributions where applicable