Quality Assurance Manager

Integra Partners

1d•$80,000•Remote

About The Position

The Quality Assurance Manager is responsible for the leadership and strategic advancement of the Quality Assurance program within Operations. Reporting to the Sr. Manager of Quality & Training, this role is focused on strengthening QA methodologies, enhancing insight reporting, and supporting the integration of quality measures across operational departments. The Quality Assurance Manager will lead and execute a strategic QA improvement plan aimed at elevating the effectiveness of the program and increasing its value to the organization. This includes driving continuous improvement initiatives, enhancing audit processes, and aligning QA activities with organizational performance goals. The role will also be responsible for implementing new quality programs for operational departments, projects, and focus areas that are not currently active, ensuring QA coverage continues to expand and evolve with business needs. The Quality Assurance Manager will manage the day-to-day operations of the QA team, ensure accurate and timely quality reporting, oversee the facilitation of calibrations and insight meetings led by QA Analysts, and drive initiatives focused on root cause analysis and feedback loop closure.

Requirements

Minimum of 2–3 years of experience in a QA leadership role within a service-based or healthcare operations environment
Demonstrated success managing a QA team and executing quality improvement initiatives
Proven ability to analyze and interpret complex QA data and present findings clearly to multiple levels of leadership
Strong understanding of QA methodologies, tools, and audit processes
Experience leading calibration sessions and facilitating trend or insight-based meetings
Strong communication and interpersonal skills with the ability to coach, influence, and collaborate across teams
Must maintain confidentiality and adhere to all company policies and regulatory requirements
Highly organized with strong problem-solving and decision-making skills
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams
Healthcare experience required

Nice To Haves

Familiarity with data visualization tools (e.g., Tableau) preferred
Experience with QA systems (e.g., NICE, Verint, Maestro, Genie, etc.), including implementations and transitions, highly desirable

Responsibilities

Lead and manage QA Analysts, providing coaching, guidance, and development to ensure adherence to quality standards and performance goals
Oversee the creation, execution, and continuous improvement of audit tools, monitoring forms, and QA procedures
Collaborate with QA leadership to identify department-specific quality trends and lead root cause analysis discussions
Drive the implementation of a modern QA system that aligns with organizational quality goals and enhances reporting capabilities
Ensure team performance aligns with KPIs through routine scorecard review, one-on-one coaching, and professional development
Create and maintain a structured development and evaluation program for QA team members to foster growth and performance accountability
Facilitate and oversee calibration sessions to ensure scoring consistency and shared understanding of quality standards
Provide strategic insight through quality reporting and presentations tailored to departmental and executive audiences
Support and lead cross-departmental feedback loop closure and quality-based performance improvement plans
Serve as a resource to training teams, offering insights that inform curriculum development and identify knowledge gaps
Ensure timely completion of all QA evaluations, reports, appeals, and trending summaries
Support audits for new operational areas and special projects including system upgrades, payer implementations, and new workflows
Participate in the planning and coordination of QA initiatives across multiple teams and departments