HCP Engagements QA and Training Lead - Managed Services -Health PLS

PwC•Tampa, FL

4d•$99,000 - $232,000•Remote

About The Position

This role focuses on quality assurance and training within Managed Services, specifically for Health PLS. The lead will be responsible for optimizing client HCP and HCO engagement processes, developing and governing team playbooks, SOPs, and process documentation to ensure operational consistency and compliance. They will also design and deliver training programs, manage onboarding, provide coaching, and implement quality monitoring frameworks to evaluate team performance. The position involves leading process improvement initiatives, supporting new client/market implementations, and communicating with senior leadership and clients. A strong emphasis is placed on delivering high-quality customer service in a fast-paced environment.

Requirements

Bachelor's Degree
5 year(s) of experience
Extensive knowledge and/or a proven record of success in optimizing client HCP and HCO engagement processes, developing and governing team playbooks, SOPs, and process documentation.
Experience in designing and delivering training curricula for new hires and ongoing development.
Experience in managing and delivering structured onboarding programs.
Experience in providing coaching and skills development.
Experience in designing and executing quality monitoring frameworks.
Experience in conducting quality reviews of outputs (e.g., tiering assessments, contracting, payment processing).
Experience in tracking and reporting quality performance metrics, identifying root causes of errors, and defining corrective actions.
Experience in leading process improvement and optimization.
Experience as a SME in continuous improvement initiatives.
Experience mentoring junior team members.
Experience supporting process design and implementation of new clients or markets.
Experience managing deliverables on or ahead of deadlines and reporting issues/risks beforehand.
Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients.
Experience identifying opportunities for efficiency, automation, and standardization.
Experience working closely with client-dedicated operations teams.
Experience communicating with senior leadership and senior client stakeholders.
Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy.
Strong English language reading comprehension and writing skills.

Nice To Haves

Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients.

Responsibilities

Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance.
Develop and maintain training plans for both new and existing team members.
Designing and delivering training curricula for new hires and ongoing development for existing team members.
Keeping training materials current with process changes, client requirements, and industry/regulatory updates.
Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness.
Providing coaching and skills development opportunities to build functional expertise across the team.
Partnering with leadership to identify training gaps and address them proactively.
Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables.
Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing).
Tracking and reporting quality performance metrics; identify root causes of recurring errors and define corrective actions.
Partnering with leadership to implement corrective training and process refinements.
Leading process improvement and optimization.
Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations.
Mentoring junior team members.
Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions.
Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand.
Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model.
Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance.
Communicating with senior leadership and senior client stakeholders.
Delivering “white glove” customer service.
Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role.
Leading teams of individuals with a positive attitude.