Sr. Manager, Quality Assurance
Core
Leads the Quality Assurance function within Dental Shared Services, accountable for consistent execution of quality monitoring, audit, calibration, reporting, and improvement activities across supported operations.
Role type
Senior Manager, Quality Assurance
Builds
Quality assurance programs, audit procedures, and performance improvement initiatives for dental and vision benefits operations.
Domain
Healthcare / Dental & Vision Benefits / Quality Assurance
Required skills
Quality monitoring, audit methodology, calibration, root cause analysis, corrective action planning, internal controls, performance improvement, people leadership, coaching, data analysis, project management, stakeholder influence
Preferred skills
Government/Commercial/Medicaid/Medicare Advantage experience, BPO partner management, regulatory audit experience, speech analytics, AWS Contact Lens, contact center platforms
Technologies
AWS Contact Lens, speech analytics, call recording tools, contact center platforms, Microsoft Office (Excel, PowerPoint, Word, Outlook, SharePoint, Teams)
Responsibilities
Manage day-to-day execution and continuous improvement of QA programs; Establish and maintain audit procedures and quality standards; Lead, coach, and develop quality leaders; Analyze quality results and operational trends to identify root causes; Partner with Operations, Compliance, and BPO to develop corrective actions; Manage client audit and calibration activities; Coordinate support for internal, external, and regulatory audits; Implement quality improvement and technology initiatives; Assess staffing and capacity; Maintain oversight for high-risk clients; Represent QA in cross-functional forums.
Seniority
Senior, hands-on IC with leadership responsibilities
