Job Details

A company is looking for a Manager, Quality Assurance.Key ResponsibilitiesBuild and manage a high-performing Quality team to ensure agent compliance and service excellenceEnsure adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standardsDevelop quality scorecards and lead calibration sessions with Operations Managers to unify the vision of qualityRequired Qualifications3 - 5 years in call center quality/compliance leadership, preferably in Digital Health or Health InsuranceDeep understanding of healthcare plan designs and radiology/imaging referralsProven track record of managing high-volume quality audits and navigating regulatory landscapes (HIPAA required)Experience with analyzing funnel metrics and quality data for operational improvementsFamiliarity with modern QA platforms and CRM systems (e.g., Salesforce, Zendesk)