Sr. Manager, Quality Assurance

Sun Life • Milwaukee, CT

22h • Hybrid

About The Position

The Sr. Manager, Quality Assurance leads the Quality Assurance function within Dental Shared Services and is accountable for consistent quality monitoring, audits, calibration, reporting, and improvement across supported operations. The role manages quality teams and programs, translates performance data into actionable recommendations, and partners with Operations, Compliance, Training, Workforce Management, Client Engagement, Technology, and Business Process Outsourcing partners to strengthen controls, address risk, and improve member, provider, client, and business outcomes.

The position oversees quality assurance programs across Contact Center, Claims, Utilization Management, Provider Operations, Complaints and Grievances, Member Enrollment, Intake and Digital Services, and Vision operations. It also coordinates client, internal, external, and regulatory audit activities; supports corrective actions and remediation; and implements quality and technology improvements, including automation, speech analytics, AWS Contact Lens, enhanced reporting, and expanded monitoring capabilities.

The role is hybrid, with team members and leaders expected to be present in the office at least two days per week. The salary range is $76,000–$115,000, and the position is eligible for a discretionary annual incentive award.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent work experience.
• Seven or more years of progressive experience in quality assurance, healthcare operations, dental operations, contact center operations, claims, compliance, or related business operations.
• Three or more years of leadership or people management experience.
• Strong knowledge of quality monitoring, audit methodology, calibration, root cause analysis, corrective action planning, internal controls, and performance improvement practices.
• Strong people leadership, coaching, performance management, and talent development skills.
• Excellent analytical and problem-solving capabilities, including interpreting data, identifying trends and root causes, and recommending practical solutions.
• Strong written and verbal communication skills, including presenting findings, risks, and recommendations to leaders, clients, and cross-functional audiences.
• Strong project management, prioritization, and organizational skills, including managing multiple workstreams, deadlines, and competing priorities.
• Ability to influence without direct authority and build partnerships across Operations, Compliance, Training, Technology, Client Engagement, and vendor teams.
• Demonstrated ability to lead teams through change, implement standardized processes, and support technology-enabled transformation.
• High attention to detail and commitment to accuracy, compliance, confidentiality, and ethical business practices.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, Outlook, SharePoint, and Teams.

Nice To Haves

• Experience supporting government, commercial, Medicaid, Medicare Advantage, or other regulated healthcare programs.
• Experience working with BPO partners, client audits, regulatory audits, and cross-functional operational teams.
• Experience with reporting, dashboards, quality analytics, speech analytics, call recording tools, contact center platforms, or AWS Contact Lens.
• Leadership or people management experience in a quality assurance, operations, or shared services environment.

Responsibilities

• Manage day-to-day execution and continuous improvement of quality assurance programs across Dental Shared Services and supported operational functions.
• Establish and maintain audit procedures, sampling approaches, quality standards, calibration routines, and reporting practices aligned with contractual, regulatory, client, and internal control requirements.
• Lead, coach, and develop quality leaders and professionals; set expectations, balance workloads, monitor productivity and accuracy, and support engagement, accountability, and career development.
• Analyze quality results, disputes, appeals, re-audits, and operational trends to identify root causes, emerging risks, and improvement opportunities.
• Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, Technology, and BPO leadership on corrective actions, coaching plans, training updates, and sustainable performance improvements.
• Manage client audit and calibration activities, including call and case selection, audit review, documentation, meetings, follow-up, and timely responses to client or regulatory inquiries.
• Coordinate quality support for internal, external, regulatory, and client audits; prepare evidence, contribute to management action plans, validate remediation, and track findings through closure.
• Implement quality improvement and technology initiatives, including automation, speech analytics, AWS Contact Lens, end-to-end review models, enhanced reporting, and expanded quality monitoring.
• Assess staffing, capacity, audit volumes, and competing priorities; recommend resource adjustments to support coverage, service commitments, and cost-effective delivery.
• Maintain enhanced oversight for high-risk, high-profile, and penalty-impacting clients through targeted audit criteria, escalation paths, and proactive communication.
• Represent Quality Assurance in cross-functional forums, operational readiness activities, transformation projects, vendor discussions, compliance meetings, and leadership reviews.
• Prepare and present quality results, risks, recommendations, and improvement plans to business leaders, clients, and cross-functional partners.
• Promote accountability, compliance, continuous improvement, collaboration, and client-focused service delivery.
• Perform other duties as assigned.

Benefits

• Generous vacation and sick time.
• Paid family, parental, and adoption leave.
• Medical coverage.
• Company-paid life and AD&D insurance.
• Disability programs.
• Partially paid sabbatical program.
• 401(k) employer match.
• Stock purchase options.
• Employer-funded retirement account.
• Flexible, inclusive, and collaborative work environment supporting career growth.
• Discretionary annual incentive award based on individual and business performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior