Quality Assurance Manager

Monogram Health•Tempe, AZ

13d

About The Position

The Quality Assurance Manager is responsible for leading and evolving the quality program within the Monogram Health Call Center. This role ensures that day-to-day team performance aligns with broader organizational goals related to patient experience, operational excellence, compliance, and performance outcomes. The ideal candidate is an experienced leader who can translate business priorities into measurable team expectations, use reporting and analytics to drive performance improvements, and foster a culture of accountability, collaboration, and continuous improvement.

Requirements

High school diploma or GED required.
Minimum of four (4) years of experience, which includes one (1) year of lead or supervisory experience, in a Quality Assurance, Call Center operations, Patient Experience, or related field in a healthcare environment.
Analytical and reporting skills with experience using QA platforms, dashboards, and performance metrics.
Proven ability to lead high-performing teams and effectively manage underperformance through communication, coaching, and interpersonal skills.
Ability to prioritize, delegate, and execute effectively in a dynamic environment.

Nice To Haves

Bachelor’s degree preferred.
Proficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign); familiarity with Figma, Canva, or other

Responsibilities

Connect enterprise and department strategic objectives to daily QA activities, workflows, and individual team performance expectations.
Drive operational consistency and quality standards to support excellent patient experience.
Foster a culture of quality and continuous improvement by celebrating excellence, sharing best practices, and partnering with leadership to close performance gaps.
Partner closely with Operations, Training, Patient Experience, and other enterprise stakeholders to ensure alignment on quality standards and business priorities.
Leverage QA scorecards, operational metrics, reporting dashboards, and trend analysis to inform business decisions and improve outcomes.
Monitor and analyze quality, productivity, and patient experience metrics to identify performance gaps and opportunities.
Present actionable insights and recommendations to leadership in a clear, concise manner.
Utilize data to proactively address risks, improve workflows, and support organizational priorities.
Lead, coach, and develop a team of QA professionals with a strong focus on accountability, consistency, and professional growth.
Establish and maintain high performance standards across the team.
Effectively manage performance issues, including providing direct feedback, coaching plans, escalations, and corrective actions when needed.
Foster a culture of ownership, transparency, and continuous improvement.
Delegate responsibilities appropriately while maintaining visibility into team performance and deliverables.