The Manager, Operations Quality Assurance reports to the Director, Operations Quality Assurance and is responsible for providing effective management, deploying and implementing innovative solutions, fostering a collaborative environment, and providing regular coaching to a team of Quality Assurance Associates. This position manages the implementation of performance standards and best practices, monitors and reports on the quality performance of the units supported by this team, and provides recommendations on quality improvement opportunities. This individual must liaise with cross-functional teams within the organization and with clients to ensure that the Operations QA system is functioning effectively. The Operations Quality Assurance Manager must provide insight and report on program performance and assist in training operations supervisors and staff on recommended methodologies to improve quality performance. The leader in this role builds and develops the team responsible for ensuring successful execution of these responsibilities, thereby driving higher quality service levels from the Operations and OQA teams.

• Manage Operations Quality Assurance methodologies and processes to produce data and insights that drive performance improvement of operations teams.
• Implement and continuously refine quality monitoring processes, standards, and reporting to be used by cross-functional departments to drive alignment with agreed operational procedures, program business rules, and SLAs.
• Maintain collaborative relationships with managers and staff from Operations teams, as well as peers from client program teams, to increase receptivity and adherence to defined processes and procedures.
• Supervise, coach, mentor, and develop a team of Operations Quality Assurance Associates, including management of PTO, scheduling, payroll/timesheets, performance management, performance reviews, and individual development plans.
• Responsible for all people management activities for the team, including hiring, training, onboarding, goal setting, performance management, and development.
• Oversee the daily workflow and schedules of the department.
• Motivate and develop teams to monitor and drive consistent quality, efficiency, and enhanced customer experience levels that meet defined quality standards.
• Produce and refine regular reporting and performance dashboards to be shared with Operations, Program Management, Account Management, and other internal business leaders, as well as directly with clients in QBRs and other forums, to provide insight into current quality performance levels within operations teams.
• Execute agreed-upon tools and approaches to analyze Quality Assurance data to detect performance trends, process or training gaps, service improvements, and efficiency opportunities.
• Based on quantitative insights developed through analysis, develop recommended remediation actions or initiatives to drive improvements in operations quality performance levels.
• Conduct regular forums with operations and program leaders to communicate performance improvement recommendations and partner with various departments to assist in implementing identified improvements.
• Present insights and recommendations for quality performance improvement to operations leaders, associates, and client representatives, as appropriate.
• Assist with department and Enterprise Quality special projects as required.
• Assist with Buy & Bill/Affordability, Hub, and local functional projects as appropriate.
• Perform other duties as assigned.

Education/Certifications

• Bachelor’s degree in Quality, Healthcare, or a related field, or 9 years of Quality Assurance or quality analyst experience within operations.
• Six Sigma certification preferred.

Experience

• At least 5–7 years in a quality assurance or quality analyst role within an operations environment.
• At least 1 year in a people leadership role, demonstrating knowledge and skills in managing team productivity and leading cross-functional teams.

Knowledge

• Solid understanding of data generation and analysis principles.
• Strong knowledge of quality assurance and training methodologies.
• Knowledge of healthcare operations management in call center, claims processing, and/or benefits investigation environments.

Skills

• Strong team leadership qualities that support the ConnectiveRx mission and values.
• Ability to build and support a culture of empathy and customer-centric service required in patient care and healthcare case management.
• Excellent organizational skills and attention to detail.
• Strong proficiency in data modeling and analysis using various analytical tools.
• Strong verbal and written communication skills.
• Excellent collaboration skills to build relationships across all levels and cross-functional departments within the organization.

Authentic LeadershipGains the confidence and trust of others through honesty, integrity, and authenticity. Demonstrates a high level of self-awareness and situational adaptability. Honors commitments, maintains confidentiality, and models high standards of integrity.

Drives Results and Manages ExecutionTakes initiative and maintains a strong focus on results. Demonstrates persistence in accomplishing objectives despite setbacks. Sets high performance standards, pursues goals with energy and determination, and consistently works to meet deadlines.

InfluenceNavigates complex policy, process, and people-related organizational dynamics. Drives organizational vision and purpose. Understands the business priorities of other groups and uses knowledge of organizational culture to achieve objectives. Communicates vision effectively and fosters organizational buy-in.

Analytical and Logical ReasoningUses reasoning and critical thinking to identify root causes and solve problems. Collects and analyzes data to determine probable causes and develops effective solutions. Interprets and integrates findings to support decision-making.

Decision QualityMakes appropriate, informed, and timely decisions while ensuring compliance with company policies, practices, and core values.

• Occasional limited travel.

Compensation & Benefits:  This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities.   

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.  

Time-Off & Holidays:  ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee’s first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.