Associate Director, Quality Assurance, DentaQuest
Core
Leading the Quality Assurance function within Dental Shared Services to ensure accurate, compliant, and consistent performance across core operational functions including Contact Center, Claims, Utilization Management, and Provider Operations.
Role type
Senior IC Associate Director, Quality Assurance
Builds
Quality assurance programs, audit strategies, client calibration activities, and process improvement initiatives for dental and vision benefits.
Domain
Healthcare (Dental/Vision) + Quality Assurance/Compliance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic thinking, analytical capabilities, root cause analysis, corrective action planning, internal controls, change management, stakeholder influence
Preferred skills
Government/regulated healthcare program experience, BPO partner management, speech analytics, AWS Contact Lens, quality analytics
Technologies
Microsoft Office (Excel, PowerPoint, Word, Outlook, SharePoint, Teams), AWS Contact Lens, speech analytics tools, call recording tools
Responsibilities
Lead design and governance of QA programs; oversee audit strategy and calibration; manage and develop a team of quality professionals; monitor performance and identify risks; partner with operations and compliance to drive improvements; lead client audits and calibration; support internal and external audits; drive quality transformation initiatives; evaluate resource needs and staffing models; represent QA in cross-functional forums.
Seniority
Senior, hands-on IC with management responsibilities
