Quality Assurance Manager

Job Summary

A company is looking for a Manager, Quality Assurance.

Key Responsibilities

• Build and manage a high-performing Quality team to ensure agent compliance and service excellence
• Ensure adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards
• Develop quality scorecards and lead calibration sessions with Operations Managers to unify the vision of quality

Required Qualifications

• 3 - 5 years in call center quality/compliance leadership, preferably in Digital Health or Health Insurance
• Deep understanding of healthcare plan designs and radiology/imaging referrals
• Proven track record of managing high-volume quality audits and navigating regulatory landscapes (HIPAA required)
• Experience with analyzing funnel metrics and quality data for operational improvements
• Familiarity with modern QA platforms and CRM systems (e.g., Salesforce, Zendesk)