Associate Director, Quality Assurance, DentaQuest
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from the posting.
Let's extract content.
Company overview: "Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all."
That's company overview; could be part of About the role? Might be considered "About the role" but it's more about company. However we need to include substantive info; we can put it in About the role section as a paragraph.
Then "Job Description: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week." That's schedule/hybrid.
"The Opportunity: The Associate Director, Quality Assurance is responsible for leading the Quality Assurance function within Dental Shared Services, ensuring accurate, compliant, and consistent performance across core operational functions. This role provides strategic leadership for audit programs, quality monitoring, client calibration, regulatory readiness, process improvement, and quality insights that support member, provider, client, and business outcomes. The Associate Director partners across Operations, Compliance, Training, Workforce Management, Business Process Outsourcing partners, and senior leadership to identify quality trends, mitigate risk, strengthen controls, and drive continuous improvement."
That's about the role.
Then "What you will do:" list of duties.
Then "What you will bring with you:" list of requirements.
Then "Required Skills And Competencies:" list.
Then "Salary: Salary Range: $101,000 - $151,500" plus description about discretionary annual incentive.
Then benefits paragraph later.
We need to avoid duplication: there is also mention of "At our company, we are committed to pay transparency and equity." That's part of Pay section.
We need to exclude boilerplate like "Not ready to apply yet but want to stay in touch? Join our talent community..." etc. Also exclude EEO etc.
Now craft HTML.
We'll have sections:
About the role
company overview + opportunity description? Might split: maybe About the role includes company overview and opportunity. But we could also have separate sections: About the role (company overview) and Opportunity? But only allowed headings list; we can't add custom headings. So we need to fit content into allowed headings. We could put company overview in About the role, and the opportunity description maybe also there or in Responsibilities? But Responsibilities is for duties. Opportunity is more about role purpose. Could include in About the role.
Thus About the role paragraph: combine company overview and opportunity description.
Then Responsibilities:
of duties from "What you will do:".
Then Requirements: from "What you will bring with you:" (education, years experience, etc.)
Then Skills: from "Required Skills And Competencies".
Then Benefits: or ? Benefits are described in prose; we can make
list of benefits items: generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs, partially paid sabbatical program, 401(k) employer match, stock purchase options, employer-funded retirement account, flexible inclusive collaborative work environment, recognition as top employer, Great Place to Work Certified, Top 10 employer by Boston Globe. We'll list as - .
Pay:
with salary range and discretionary annual incentive.
Schedule:
about hybrid model: expected in office at least 2 days per week.
We must not include filler like "commensurate with experience". Not present.
Now ensure we don't repeat any info inadvertently.
Let's draft.
Check for any duplicated lines: we must not include duplicated lines like "Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." appears twice? Actually appears in company overview and later near end. We should include only once? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Remove duplicated lines. So we need to detect duplicates and include only one occurrence. The duplicated line appears: "Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." appears in the first paragraph and later near the end after benefits. We'll include only once.
Also "Visit our website to learn more about our benefits and recognition within our communities." appears later; that's different.
We'll need to be careful.
Now produce HTML.
Let's write:
About the role
Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all. The Associate Director, Quality Assurance is responsible for leading the Quality Assurance function within Dental Shared Services, ensuring accurate, compliant, and consistent performance across core operational functions. This role provides strategic leadership for audit programs, quality monitoring, client calibration, regulatory readiness, process improvement, and quality insights that support member, provider, client, and business outcomes. The Associate Director partners across Operations, Compliance, Training, Workforce Management, Business Process Outsourcing partners, and senior leadership to identify quality trends, mitigate risk, strengthen controls, and drive continuous improvement.
Now Responsibilities:
Responsibilities
- Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions, including Contact Center, Claims, Utilization Management, Provider Operations, Complaints and Grievances, Member Enrollment, Intake and Digital Services, and Vision operations.
- Oversee audit strategy, sampling methodology, quality standards, calibration processes, and reporting to ensure quality programs align with contractual, regulatory, client, and internal control requirements.
- Manage, coach, and develop a team of quality professionals, including direct oversight of workload distribution, performance expectations, audit completion, team engagement, and professional development.
- Monitor quality performance, audit results, trends, disputes, appeals, and re-audits to identify root causes, emerging risks, and opportunities for process improvement.
- Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, and BPO leadership to translate quality insights into action plans, coaching opportunities, training updates, and sustainable performance improvements.
- Lead client audit and client calibration activities, including call pulls, audit review, preparation of quality documentation, participation in client meetings, and timely response to client or regulatory inquiries.
- Support internal, external, regulatory, and client audits by coordinating quality-related evidence, developing management action plans, validating remediation efforts, and ensuring audit findings are addressed timely and effectively.
- Drive quality transformation initiatives, including automation, speech analytics, AWS Contact Lens adoption, end-to-end review models, enhanced reporting, and improved quality monitoring capabilities.
- Evaluate resource needs, staffing models, audit volumes, and operational priorities to optimize capacity, reduce cost, and maintain adequate coverage for required quality activities.
- Develop and maintain strong governance over high-risk, high-profile, and penalty-impacting clients by establishing dedicated audit processes, targeted audit criteria, and proactive communication routines.
- Represent Quality Assurance in cross-functional forums, operational readiness sessions, transformation projects, vendor discussions, compliance meetings, and leadership reviews.
- Prepare and present quality insights, performance trends, risks, recommendations, and improvement opportunities to senior leaders and business partners.
- Promote a culture of accountability, compliance, continuous improvement, collaboration, and client-focused service delivery.
- Perform other duties as assigned.
Requirements:
Requirements
- Bachelor’s
for prose. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from the posting. Let's extract content. Company overview: "Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all." That's company overview; could be part of About the role? Might be considered "About the role" but it's more about company. However we need to include substantive info; we can put it in About the role section as a paragraph. Then "Job Description: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week." That's schedule/hybrid. "The Opportunity: The Associate Director, Quality Assurance is responsible for leading the Quality Assurance function within Dental Shared Services, ensuring accurate, compliant, and consistent performance across core operational functions. This role provides strategic leadership for audit programs, quality monitoring, client calibration, regulatory readiness, process improvement, and quality insights that support member, provider, client, and business outcomes. The Associate Director partners across Operations, Compliance, Training, Workforce Management, Business Process Outsourcing partners, and senior leadership to identify quality trends, mitigate risk, strengthen controls, and drive continuous improvement." That's about the role. Then "What you will do:" list of duties. Then "What you will bring with you:" list of requirements. Then "Required Skills And Competencies:" list. Then "Salary: Salary Range: $101,000 - $151,500" plus description about discretionary annual incentive. Then benefits paragraph later. We need to avoid duplication: there is also mention of "At our company, we are committed to pay transparency and equity." That's part of Pay section. We need to exclude boilerplate like "Not ready to apply yet but want to stay in touch? Join our talent community..." etc. Also exclude EEO etc. Now craft HTML. We'll have sections:
About the role
company overview + opportunity description? Might split: maybe About the role includes company overview and opportunity. But we could also have separate sections: About the role (company overview) and Opportunity? But only allowed headings list; we can't add custom headings. So we need to fit content into allowed headings. We could put company overview in About the role, and the opportunity description maybe also there or in Responsibilities? But Responsibilities is for duties. Opportunity is more about role purpose. Could include in About the role. Thus About the role paragraph: combine company overview and opportunity description. Then Responsibilities:
- of duties from "What you will do:".
Then Requirements:
- .
Pay:
with salary range and discretionary annual incentive. Schedule:
about hybrid model: expected in office at least 2 days per week. We must not include filler like "commensurate with experience". Not present. Now ensure we don't repeat any info inadvertently. Let's draft. Check for any duplicated lines: we must not include duplicated lines like "Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." appears twice? Actually appears in company overview and later near end. We should include only once? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Remove duplicated lines. So we need to detect duplicates and include only one occurrence. The duplicated line appears: "Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." appears in the first paragraph and later near the end after benefits. We'll include only once. Also "Visit our website to learn more about our benefits and recognition within our communities." appears later; that's different. We'll need to be careful. Now produce HTML. Let's write:
About the role
Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all. The Associate Director, Quality Assurance is responsible for leading the Quality Assurance function within Dental Shared Services, ensuring accurate, compliant, and consistent performance across core operational functions. This role provides strategic leadership for audit programs, quality monitoring, client calibration, regulatory readiness, process improvement, and quality insights that support member, provider, client, and business outcomes. The Associate Director partners across Operations, Compliance, Training, Workforce Management, Business Process Outsourcing partners, and senior leadership to identify quality trends, mitigate risk, strengthen controls, and drive continuous improvement.
Now Responsibilities:Responsibilities
- Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions, including Contact Center, Claims, Utilization Management, Provider Operations, Complaints and Grievances, Member Enrollment, Intake and Digital Services, and Vision operations.
- Oversee audit strategy, sampling methodology, quality standards, calibration processes, and reporting to ensure quality programs align with contractual, regulatory, client, and internal control requirements.
- Manage, coach, and develop a team of quality professionals, including direct oversight of workload distribution, performance expectations, audit completion, team engagement, and professional development.
- Monitor quality performance, audit results, trends, disputes, appeals, and re-audits to identify root causes, emerging risks, and opportunities for process improvement.
- Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, and BPO leadership to translate quality insights into action plans, coaching opportunities, training updates, and sustainable performance improvements.
- Lead client audit and client calibration activities, including call pulls, audit review, preparation of quality documentation, participation in client meetings, and timely response to client or regulatory inquiries.
- Support internal, external, regulatory, and client audits by coordinating quality-related evidence, developing management action plans, validating remediation efforts, and ensuring audit findings are addressed timely and effectively.
- Drive quality transformation initiatives, including automation, speech analytics, AWS Contact Lens adoption, end-to-end review models, enhanced reporting, and improved quality monitoring capabilities.
- Evaluate resource needs, staffing models, audit volumes, and operational priorities to optimize capacity, reduce cost, and maintain adequate coverage for required quality activities.
- Develop and maintain strong governance over high-risk, high-profile, and penalty-impacting clients by establishing dedicated audit processes, targeted audit criteria, and proactive communication routines.
- Represent Quality Assurance in cross-functional forums, operational readiness sessions, transformation projects, vendor discussions, compliance meetings, and leadership reviews.
- Prepare and present quality insights, performance trends, risks, recommendations, and improvement opportunities to senior leaders and business partners.
- Promote a culture of accountability, compliance, continuous improvement, collaboration, and client-focused service delivery.
- Perform other duties as assigned.
Requirements
- Bachelor’s
- from "What you will bring with you:" (education, years experience, etc.)
Then Skills:
- from "Required Skills And Competencies".
Then Benefits:
- or
? Benefits are described in prose; we can make
- list of benefits items: generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs, partially paid sabbatical program, 401(k) employer match, stock purchase options, employer-funded retirement account, flexible inclusive collaborative work environment, recognition as top employer, Great Place to Work Certified, Top 10 employer by Boston Globe. We'll list as