We9re looking for an experienced Quality Assurance Leader to elevate the performance, consistency, and member experience across our Member Services organization. This person will oversee the team responsible for auditing member interactions, driving operational quality standards, and ensuring every touchpoint reflects both regulatory excellence and the high-touch experience that defines OneImaging.
What you9ll do:- Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
- Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
- Lead regular calibration sessions with Operations Managers to ensure a unified vision of 4quality4 and facilitate the closing of feedback loops.
- Identify trends in member friction points-whether it9s scheduling delays or insurance hurdles-and collaborate with Product and Training teams to solve them at the root.
- Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment
About you:- 5+ years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
- Proven track record of managing high-volume quality audits and navigating complex regulatory landscapes
- Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
- Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).
- Comfortable operating in ambiguity and helping build scalable processes within a high-growth startup environment.
The target base salary range for this position is $80,000 - $100,000. This position is also bonus eligible. Individual compensation will depend on various factors, including qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans.
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