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

About the role

This role is responsible for leading a team in the Managed Services Industry, focusing on optimizing processes, developing training plans, and delivering high-quality services. The ideal candidate will have extensive experience in life science meetings, pharmaceutical device settings, and healthcare settings.

Responsibilities

• Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance;
• Develop and maintain training plans for both new and existing team members;
• Designing and delivering training curricula for new hires and ongoing development for existing team members;
• Keeping training materials current with process changes, client requirements, and industry/regulatory updates;
• Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness;
• Providing coaching and skills development opportunities to build functional expertise across the team;
• Partnering with leadership to identify training gaps and address them proactively;
• Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables;
• Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing); tracking and reporting quality performance metrics; identifying root causes of recurring errors and defining corrective actions;
• Partnering with leadership to implement corrective training and process refinements;
• Leading process improvement and optimization;
• Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations;
• Mentoring junior team members;
• Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions;
• Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand;
• Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients;
• Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model;
• Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance;
• Communicating with senior leadership and senior client stakeholders;
• Delivering “white glove” customer service;
• Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy;
• Making decisions and solving problems in a timely manner;
• Leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Requirements

• Minimum Degree Required: Bachelor's Degree;
• Minimum Year(s) Of Experience: 5 years;
• Exhibits extensive knowledge and/or a proven record of success in the following areas:

Qualifications

• Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance;
• Develop and maintain training plans for both new and existing team members;
• Designing and delivering training curricula for new hires and ongoing development for existing team members;
• Keeping training materials current with process changes, client requirements, and industry/regulatory updates;
• Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness;
• Providing coaching and skills development opportunities to build functional expertise across the team;
• Partnering with leadership to identify training gaps and address them proactively;
• Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables;
• Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing); tracking and reporting quality performance metrics; identifying root causes of recurring errors and defining corrective actions;
• Partnering with leadership to implement corrective training and process refinements;
• Leading process improvement and optimization;
• Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations;
• Mentoring junior team members;
• Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions;
• Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand;
• Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients;
• Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model;
• Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance;
• Communicating with senior leadership and senior client stakeholders;
• Delivering “white glove” customer service;
• Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy;
• Making decisions and solving problems in a timely manner;
• Leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Skills

• Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance;
• Develop and maintain training plans for both new and existing team members;
• Designing and delivering training curricula for new hires and ongoing development for existing team members;
• Keeping training materials current with process changes, client requirements, and industry/regulatory updates;
• Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness;
• Providing coaching and skills development opportunities to build functional expertise across the team;
• Partnering with leadership to identify training gaps and address them proactively;
• Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables;
• Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing); tracking and reporting quality performance metrics; identifying root causes of recurring errors and defining corrective actions;
• Partnering with leadership to implement corrective training and process refinements;
• Leading process improvement and optimization;
• Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations;
• Mentoring junior team members;
• Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions;
• Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand;
• Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients;
• Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model;
• Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance;
• Communicating with senior leadership and senior client stakeholders;
• Delivering “white glove” customer service;
• Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy;
• Making decisions and solving problems in a timely manner;
• Leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Benefits

• PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.
• To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

Pay

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

Schedule

Full time

Travel Requirements

Up to 40%