Quality Assurance Manager

The Quality Assurance Manager is responsible for the leadership and strategic advancement of the Quality Assurance program within Operations. Reporting to the Sr. Manager of Quality & Training, this role is focused on strengthening QA methodologies, enhancing insight reporting, and supporting the integration of quality measures across operational departments. The Quality Assurance Manager will lead and execute a strategic QA improvement plan aimed at elevating the effectiveness of the program and increasing its value to the organization. This includes driving continuous improvement initiatives, enhancing audit processes, and aligning QA activities with organizational performance goals. The role will also be responsible for implementing new quality programs for operational departments, projects, and focus areas that are not currently active, ensuring QA coverage continues to expand and evolve with business needs. The Quality Assurance Manager will manage the day-to-day operations of the QA team, ensure accurate and timely quality reporting, oversee the facilitation of calibrations and insight meetings led by QA Analysts, and drive initiatives focused on root cause analysis and feedback loop closure.
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES
The Quality Assurance Manager responsibilities include but are not limited to:

• 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