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, contributing to best practices across global operations.
• Mentor junior team members and support the process design and implementation of new client or market initiatives.
• 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 other 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, location, and 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
• Personal and family sick leave
• Additional benefits available (view benefits at a glance)