The Quality Assurance Manager owns and evolves our Quality Assurance and training effectiveness programs, ensuring consistent standards, accurate reporting, and sustained performance improvement across the organization. This leader manages the Quality Assurance training team and partners with department leaders to identify gaps, strengthen onboarding and coaching, and translate quality insights into measurable business results.
Responsibilities - Ensure all QA programs are consistent
- Maintain departmental policies, procedures, and reference materials to support consistent execution.
- Identify process and policy gaps; partner with department leaders to implement solutions.
- Own the QA methodology and ensure consistent application of standards across all supported departments.
- Management & Leadership - Directly manage all Quality Assurance Trainers (QATs) and influence cross-department stakeholders to deliver consistent results and exceptional service across all assigned Departments.
- Directly manage all QATs (hiring input, onboarding, coaching, performance feedback, and development).
- Maintain a working (semi-expert) understanding of workflows and quality standards across Revenue Cycle, Insurance, Sales, ATPs, Operations, and Technicians.
- Align QA criteria and training priorities with department leaders; deliver timely, concise updates to executive management.
- Lead special projects (process improvements, rollouts, reporting enhancements) from planning through execution.
- Connect QA findings to business impact (risk, customer experience, compliance, and performance).
- New Hire Training - Standardize and strengthen onboarding across departments so new employees achieve role readiness quickly, consistently, and in alignment with company standards.
- Build and maintain standardized onboarding curricula, checklists, and job aids by department.
- Partner with leaders/trainers to keep onboarding content current and aligned to policy, workflow, and compliance.
- Calibrate trainers to ensure consistent facilitation and expectations.
- Track onboarding effectiveness (time-to-competency, assessments, early QA scores, new hire feedback) and report to leadership.
- Audit onboarding delivery/materials and ensure completion of documentation is timely and accurate.
- QA Reporting - Ensure reporting is accurate, consistent, and actionable; partner with QATs and department leaders to improve quality scores and performance.
- Deliver reporting on schedule and proactively flag risks to deadlines.
- Analyze QA data for trends and root causes; translate insights into clear recommendations.
- Validate results for accuracy within each department.
- Build and maintain Excel-based trackers and dashboards (advanced Excel required: pivot tables, formulas, lookups, and data validation; Power Query/Power Pivot a plus).
- Manage SharePoint sites and document libraries to maintain QA materials, trackers, version control, and reporting access.
- Continuous Training - Ensure employees below expectations receive timely coaching and support from QAT, and that corrective actions are implemented and sustained as defined by operational leadership.
- Partner with QATs and department leaders to implement coaching plans for employees below expectations.
- Track improvement plans and verify sustained improvement through follow-up.
- Escalate repeated performance issues and recommend process or training changes based on findings.
Education, Qualifications, & ExperienceRequired- Bachelor's degree and equivalent practical experience in Quality Assurance, Learning & Development, Training Enablement, Operations Excellence, or a closely related field.
- 5+ years of experience leading Quality Assurance, training, coaching, or performance improvement programs (in a contact center, operations, healthcare, insurance, or other service environment).
- 5+ years of people management experience, including hiring, onboarding, coaching, performance feedback, and team development.
- Experience building and maintaining QA scorecards, calibration processes, and reporting cadences; able to translate data into clear recommendations and action plans.
- Advanced Excel skills (pivot tables, formulas, lookups, conditional formatting; Power Query/Power Pivot a plus) and comfort working with datasets to identify trends and root causes.
- Proficiency managing SharePoint sites and document libraries for version control, access management, and reporting distribution.
- Executive-ready written and verbal communication skills; able to deliver concise updates, influence stakeholders, and drive alignment across teams.
- Ability to operate cross-functionally and quickly learn multiple workflows (for example: billing/revenue operations, insurance, sales, customer operations, field/service delivery, and technical teams).
Preferred- Experience in regulated or high-compliance environments (for example: healthcare, insurance, financial services) where documentation quality and audit readiness matter.
- Experience partnering with senior leaders to drive enterprise-wide training consistency and measurable improvements (time-to-competency, QA scores, customer experience, risk reduction).
- Exposure to modern analytics and reporting tools (for example: Power BI) and/or building scalable content management practices.
