QA Supervisor

Responsibilities

• Provide day-to-day leadership and direction to the QAB team.
• Monitor team workload and distribute assignments to ensure timely completion of priorities.
• Coach, mentor, and develop team members through regular feedback and performance discussions.
• Conduct one-on-one meetings and support annual performance evaluations.
• Assist with onboarding and training of new employees.
• Foster a collaborative, accountable, and client-focused team culture.
• Oversee quality assurance processes related to benefit setup and maintenance.
• Ensure accuracy, completeness, and compliance with internal standards and client requirements.
• Monitor departmental productivity, turnaround times, and service level expectations.
• Identify workflow bottlenecks and implement process improvements to increase efficiency and quality.
• Develop and maintain departmental documentation, standard operating procedures, and best practices.
• Partner with Account Managers to ensure successful execution of client requests.
• Support system enhancements, process changes, and organizational initiatives.
• Participate in project planning and operational improvement efforts.
• Monitor quality metrics and perform audits to ensure adherence to company standards.
• Identify trends, recurring issues, and opportunities for process improvement.
• Ensure departmental compliance with company policies, client requirements, and applicable regulatory standards.
• Recommend corrective actions and monitor implementation.
• Track departmental metrics including productivity, turnaround time, quality scores, and workload.
• Prepare reports and dashboards for leadership.
• Utilize performance data to identify opportunities for improvement and resource planning.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• Account management or client services experience preferred.
• Supervisory experience.
• Knowledge of PBM industry and healthcare experience.
• Highly proficient in Microsoft Office suite and specialized industry software solutions.
• Ability to apply data analytics, logic, and critical thinking to resolve complex problems.
• Project management skills.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to analyze, interpret, and develop solutions effectively.
• Ability to work both independently and in a team setting, with limited supervision.
• Ability to work in a fast-paced environment.

Physical Demands

• Ability to sit for a minimum of 7 hours.
• Ability to lift and/or move up to 20 lbs.
• Ability to multitask.

Benefits

• Comprehensive Health Benefits: Medical, Dental, Vision, Short-Term/Long-Term Disability Insurance, Life insurance.
• Paid vacation and holiday pay.
• Robust Employee Wellness Program.
• 401(k) with a company match.
• Employee Assistance Program provides confidential support and counseling.
• Employee referral program.