Quality Assurance Manager

Responsibilities

• Connect enterprise and department strategic objectives to daily QA activities, workflows, and individual team performance expectations.
• Drive operational consistency and quality standards to support excellent patient experience.
• Foster a culture of quality and continuous improvement by celebrating excellence, sharing best practices, and partnering with leadership to close performance gaps.
• Partner closely with Operations, Training, Patient Experience, and other enterprise stakeholders to ensure alignment on quality standards and business priorities.
• Leverage QA scorecards, operational metrics, reporting dashboards, and trend analysis to inform business decisions and improve outcomes.
• Monitor and analyze quality, productivity, and patient experience metrics to identify performance gaps and opportunities.
• Present actionable insights and recommendations to leadership in a clear, concise manner.
• Utilize data to proactively address risks, improve workflows, and support organizational priorities.
• Lead, coach, and develop a team of QA professionals with a strong focus on accountability, consistency, and professional growth.
• Establish and maintain high performance standards across the team.
• Effectively manage performance issues, including providing direct feedback, coaching plans, escalations, and corrective actions when needed.
• Foster a culture of ownership, transparency, and continuous improvement.
• Delegate responsibilities appropriately while maintaining visibility into team performance and deliverables.

Requirements

• High school diploma or GED required. Bachelor’s degree preferred.
• Minimum of four (4) years of experience, which includes one (1) year of lead or supervisory experience, in a Quality Assurance, Call Center operations, Patient Experience, or related field in a healthcare environment.
• Analytical and reporting skills with experience using QA platforms, dashboards, and performance metrics.
• Proven ability to lead high-performing teams and effectively manage underperformance through communication, coaching, and interpersonal skills.
• Ability to prioritize, delegate, and execute effectively in a dynamic environment.
• Proficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign); familiarity with Figma, Canva, or other

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts