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

About the role

This role is responsible for leading and optimizing managed services operations within the specialty/competency of the Managed Services Industry. The position requires extensive knowledge and experience in client engagement processes, team playbooks, SOPs, and process documentation.

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 resolving issues 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;
• Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients;
• Experience in designing and delivering training curricula;
• Experience in managing and delivering structured onboarding programs;
• Experience in providing coaching and skills development opportunities;
• Experience in partnering with leadership to identify training gaps and address them proactively;
• Experience in designing and executing quality monitoring frameworks;
• Experience in conducting regular quality reviews of outputs;
• Experience in implementing corrective training and process refinements;
• Experience in leading process improvement and optimization;
• Experience in serving as a key SME in continuous improvement initiatives;
• Experience in mentoring junior team members;
• Experience in supporting the process design and implementation of new client or new markets;
• Experience in managing deliverables on or ahead of deadlines;
• Experience in communicating with senior leadership and senior client stakeholders;
• Experience in delivering “white glove” customer service;
• Experience in making decisions and resolving issues in a timely manner;
• Experience in leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Qualifications

• Extensive knowledge and/or a proven record of success in the following areas:
• Quickly and agilely learning client HCP and HCO engagement processes and ways of working;
• Developing and maintaining 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;
• 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;
• Conducting regular quality reviews of outputs;
• Implementing corrective training and process refinements;
• Leading process improvement and optimization;
• Serving as a key SME in continuous improvement initiatives;
• Mentoring junior team members;
• Supporting the process design and implementation of new client or new markets;
• Managing deliverables on or ahead of deadlines;
• Communicating with senior leadership and senior client stakeholders;
• Delivering “white glove” customer service;
• Making decisions and resolving issues in a timely manner;
• Leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Skills

• Knowledge of client HCP and HCO engagement processes;
• Experience in developing and maintaining training plans;
• Experience in designing and delivering training curricula;
• Experience in managing and delivering structured onboarding programs;
• Experience in providing coaching and skills development opportunities;
• Experience in partnering with leadership to identify training gaps and address them proactively;
• Experience in designing and executing quality monitoring frameworks;
• Experience in conducting regular quality reviews of outputs;
• Experience in implementing corrective training and process refinements;
• Experience in leading process improvement and optimization;
• Experience in serving as a key SME in continuous improvement initiatives;
• Experience in mentoring junior team members;
• Experience in supporting the process design and implementation of new client or new markets;
• Experience in managing deliverables on or ahead of deadlines;
• Experience in communicating with senior leadership and senior client stakeholders;
• Experience in delivering “white glove” customer service;
• Experience in making decisions and resolving issues in a timely manner;
• Experience in 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.

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. All hired individuals are eligible for an annual discretionary bonus.

Schedule

Full-time.

Benefits

• PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.

Application Instructions

To apply, please visit the following link: [Insert Application Link Here]

Equal Opportunity Employer

PwC is an equal opportunity employer and does not discriminate against any applicant based on race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); marital, or citizenship status; or any other status protected by law. PwC does not intend to hire experienced or entry level job seekers that will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: [Insert Policy Link Here].

Los Angeles County Fair Chance Ordinance for Employers

For those impacted by the Los Angeles County Fair Chance Ordinance for Employers, arrest or conviction records will be considered for Employment in accordance with these laws.

How We Work

Learn more about how we work at PwC: [Insert Link Here]