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. No travel is required.

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 sure to manage other responsibilities not necessarily listed but logically inherent to the role;
• Leading teams of individuals with a positive attitude;
• Strong English language reading comprehension and writing skills.

Qualifications

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

Skills

• Knowledge of managed services industry;
• Ability to quickly learn and adapt to client engagement processes;
• Strong organizational and project management skills;
• Excellent communication and interpersonal skills;
• Ability to work independently and as part of a team;
• Proficiency in Microsoft Office applications;
• Ability to handle multiple tasks and priorities simultaneously;
• Strong problem-solving and analytical skills;
• Ability to communicate effectively with clients, team members, and leadership;
• Ability to work in a fast-paced environment with a focus on quality and accuracy;
• Ability to identify and implement process improvements;
• Ability to mentor and develop team members;
• Ability to manage deliverables on or ahead of deadlines;
• Ability to communicate with senior leadership and senior client stakeholders;
• Ability to deliver “white glove” customer service;
• Ability to work in a multicultural environment.

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.

Schedule

This is a full-time position.

Benefits

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

Contact Information

To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

EEO Statement

PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Workplace Accommodations

At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all. If you require a reasonable accommodation to apply for a position, please contact us.

Application Instructions

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage: https://pwc.to/us-application-deadlines.