HCP Engagements QA and Training Lead - Managed Services -Health PLS
About the role
This role is in the Managed Services Industry and is based full-time. There are no travel requirements.
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 other responsibilities not necessarily listed but logically inherent to the role are met;
- 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;
- Extensive knowledge and/or a proven record of success in the following areas:
Skills
- Knowledge of client HCP and HCO engagement processes;
- Ability to develop and maintain training plans;
- Ability to design and deliver training curricula;
- Ability to keep training materials current;
- Ability to manage and deliver structured onboarding programs;
- Ability to provide coaching and skills development opportunities;
- Ability to partner with leadership to identify training gaps;
- Ability to design and execute quality monitoring frameworks;
- Ability to conduct regular quality reviews;
- Ability to partner with leadership to implement corrective training and process refinements;
- Ability to lead process improvement and optimization;
- Ability to serve as a key SME in continuous improvement initiatives;
- 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;
- Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients;
- Ability to identify opportunities for efficiency, automation, and standardization;
- Ability to work closely with the client-dedicated operations team;
- Ability to communicate with senior leadership and senior client stakeholders;
- Ability to deliver “white glove” customer service;
- Ability to work in a fast-paced environment;
- 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
This role is full-time.
Location
Not specified.
Equal Opportunity Employer
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.
Applicant Information
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. Learn more about how we work: https://pwc.to/how-we-work
Application Deadlines
To view information about anticipated application deadlines: https://pwc.to/us-application-deadlines