Quality Manager - Contact Center Operations

The Quality Manager will serve as a strategic leader and operational owner of quality performance within Access Management (Patient Access Contact Center). This role will drive quality as a growth lever, partnering with Access Management leadership to close performance gaps, reduce variation, improve patient experience, and enable scalable operations.

This position oversees the design, execution, and evolution of quality monitoring programs, leveraging both manual methodologies today and advanced technology-enabled insights in the future.

The Quality Manager will lead the development of content quality tracking tools, process documentation, and review frameworks, while translating quality insights into measurable business outcomes.

The role partners closely with Access Management leaders, Training, Revenue Cycle Management, and other cross-functional stakeholders to shape quality standards, influence operational strategy, and prepare the organization for next-generation QA capabilities including automated scoring, sentiment analysis, and advanced analytics. 

We are seeking candidates with:

• 6+ years leading quality strategy and performance improvement initiatives in a contact center or similar environment.
• Experience retrieving and analyzing data from large platforms and statistical tools (Tableau, CCaaS, Power BI, etc.).
• 2+ years leading and developing teams in a performance-driven environment.

Quality Strategy & Business Impact
• Own the quality strategy for the Access Management contact center, aligning quality outcomes with business growth, patient experience, and financial performance.
• Translate quality data into actionable insights that inform leadership decisions, workforce strategies, and process investments.
• Provide impartial feedback through objective, repeatable quality frameworks.
• Establish and evolve quality metrics that serve as leading indicators of performance, not just retrospective reporting.

Gap Identification, Root Cause & Continuous Improvement
• Drive a culture of rigorous root cause analysis, focusing on eliminating defects, reducing variation, and strengthening upstream processes.
• Assist in the identification of process improvements and focus areas, prioritizing initiatives based on business risk and impact.
• Partner with Training and Operations to re-engineer workflows, using benchmarking, internal best practices, and future-state capabilities.
• Identify areas of inconsistency within processes or procedures and design sustainable solutions that scale across teams.

Operational Execution & QA Program Management
• Oversee and continuously improve quality review processes across all business teams to ensure accuracy, compliance, and exceptional customer experience.
• Lead the evolution from manual QA workflows to technology-enabled monitoring, ensuring readiness for full-call scoring, sentiment analysis, and advanced analytics.
• Manage key performance metrics and their drivers, ensuring accountability and measurable improvement.
• Ensure audit findings are tracked, trended, and remediated through structured action plans.

Leadership & People Development
• Lead, coach, and develop a team of Quality Auditors, building strong analytical capability, consistency, and business acumen.
• Support and guide Quality Auditors in completing call evaluations accurately, efficiently, and consistently.
• Ensure Quality Auditors actively participate in coaching and development with Contact Center Agents and leadership.
• Conduct regular one-on-ones, performance reviews, and development planning.
• Build bench strength and prepare the QA function for future scale and complexity.

Cross-Functional Partnership & Influence
• Partner with Access Management leadership, Training, and RCM to identify front-end process improvements that drive downstream revenue integrity.
• Serve as a trusted advisor to department leaders by proactively surfacing risks, trends, and opportunities.
• Aid in communicating change within the contact center regarding workflows, expectations, and quality standards.
• Research and respond to department questions related to Quality Assurance and standard operating procedures.

Reporting & Communication
• Ensure timely and accurate delivery of:
    o Monthly quality reports and executive-level summaries
    o Trend analysis and insight-based recommendations
    o Ad-hoc reporting to support business initiatives
•    Elevate reporting from activity-based metrics to insight-driven storytelling.

Management Accountability
• Provides direction to and accomplishes results through team.
• Manages staffing and deployment of assigned resources.
• Oversees employee learning and development needs.
• Conducts performance reviews and manages hiring, promotions, and disciplinary actions .

Minimum Education Required:
• High School graduate

Preferred:
• Bachelor’s degree in related field

Minimum Experience Required:
• 6+ years leading quality strategy and performance improvement initiatives in a contact center or similar environment.
• Demonstrated experience translating quality insights into operational and financial outcomes.
• Experience retrieving and analyzing data from large platforms and statistical tools (Tableau, CCaaS, Power BI, etc.).
• 2+ years leading and developing teams in a performance-driven environment.

Preferred:
• Healthcare contact center quality leadership experience.
• Experience with process engineering, change management, and technology transformation.
• Exposure to AI-driven quality monitoring, speech analytics, or sentiment analysis tools.

Knowledge Skills and Abilities
• Strong executive presence with the ability to influence senior leaders.
• Advanced communication skills up, down, and across the organization.
• Ability to connect quality outcomes to business growth and operational efficiency.
• Proficiency with Microsoft Office and collaboration tools.
• Strong analytical, presentation, and storytelling skills.
• Knowledge of medical billing and healthcare operations preferred.

• Comfort leading through ambiguity and evolving technology landscapes.