HCP Engagements QA and Training Lead - Managed Services -Health PLS

Full-time role with up to 40% travel. Bachelor’s degree and minimum 5 years of experience required.

Responsibilities

• Quickly learn client HCP and HCO engagement processes, analyze for optimization opportunities, and develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance.
• Develop and maintain training plans for new and existing team members, including designing and delivering training curricula, keeping materials current with process changes, client requirements, and industry/regulatory updates.
• Manage and deliver structured onboarding programs for new hires to ensure smooth integration and readiness.
• Provide coaching and skills development opportunities to build functional expertise across the team.
• Partner with leadership to identify training gaps and address them proactively.
• Design and execute quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables.
• Conduct regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing).
• Track and report quality performance metrics, identify root causes of recurring errors, and define corrective actions.
• Partner with leadership to implement corrective training and process refinements.
• Lead process improvement and optimization initiatives, serving as a key subject matter expert in continuous improvement.
• Mentor junior team members and support the process design and implementation of new client or market initiatives, ensuring high-level customer engagement, quality, timeliness, and service-readiness.
• Manage deliverables on or ahead of deadlines and report any issues or risks beforehand.
• Identify opportunities for efficiency, automation, and standardization within the managed services delivery model.
• Work closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance.
• Communicate with senior leadership and senior client stakeholders, delivering “white glove” customer service.
• Monitor and manage additional responsibilities inherent to the role.
• Lead teams of individuals with a positive attitude.

Requirements

• Demonstrates extensive knowledge and/or a proven record of success in life science meetings & events, pharmaceutical device, or healthcare settings working with HCPs, HCOs, or patients.
• Ability to work in a fast-paced environment with a strong emphasis on quality and accuracy.
• Strong English language reading comprehension and writing skills.

Pay

The salary range for this position is $99,000 - $232,000. Actual compensation within the range will be dependent upon skills, experience, qualifications, and location, in accordance with applicable employment laws. All hired individuals are eligible for an annual discretionary bonus.

Benefits

• Medical, dental, and vision coverage.
• 401k retirement plan.
• Holiday pay.
• Vacation time.
• Personal and family sick leave.
• Additional benefits available; view the full list here.