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

About the role

This role is responsible for leading a managed services team in the specialty/competency of the managed services industry. The role involves optimizing team playbooks, developing training plans, and leading process improvement initiatives.

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; and
• Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role.

Requirements

• Extensive knowledge and/or a proven record of success in the following areas:
• 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;
• Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role.

Qualifications

• Bachelor's Degree;
• 5 years of relevant experience;
• Extensive knowledge and/or a proven record of success in the following areas:
• 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;
• Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role.

Skills

• Strong English language reading comprehension and writing skills;
• Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy;
• Ability to make decisions and solve problems in a timely manner;
• Ability to manage multiple tasks and responsibilities;
• Ability to communicate effectively with senior leadership and senior client stakeholders;
• Ability to lead and mentor a team;
• Ability to identify and implement process improvements;
• Ability to conduct quality reviews and monitor deliverables;
• Ability to partner with leadership to address training gaps and implement corrective actions;
• Ability to design and execute training curricula;
• Ability to manage and deliver structured onboarding programs;
• Ability to provide coaching and skills development opportunities;
• Ability to identify and address recurring errors;
• Ability to communicate with clients and stakeholders;
• Ability to streamline processes while maintaining quality and compliance;
• Ability to deliver “white glove” customer service;
• Ability to identify opportunities for efficiency, automation, and standardization;
• Ability to work closely with the client-dedicated operations team;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;
• Ability to contribute to best practices across global operations;
• Ability to mentor junior team members;
• Ability to support the process design and implementation of new client or new markets;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;
• Ability to contribute to best practices across global operations;
• Ability to mentor junior team members;
• Ability to support the process design and implementation of new client or new markets;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;
• Ability to contribute to best practices across global operations;
• Ability to mentor junior team members;
• Ability to support the process design and implementation of new client or new markets;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;
• Ability to contribute to best practices across global operations;
• Ability to mentor junior team members;
• Ability to support the process design and implementation of new client or new markets;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;
• Ability to contribute to best practices across global operations;
• Ability to mentor junior team members;
• Ability to support the process design and implementation of new client or new markets;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to report issues/risks beforehand;
• Ability to identify and implement corrective actions;
• Ability to lead process improvement and optimization;
• Ability to serve as a key SME in continuous improvement initiatives;