PRIMARY FUNCTION
The Quality Assurance Lead supports the design, implementation, and continuous enhancement of the Patient Contact Center (PCC) Quality Assurance program across all contact channels. This role serves as a subject-matter expert in quality monitoring methodology, calibration standards, and evaluation integrity.
In close partnership with Operations, Training, and Compliance leadership, the Quality Assurance Lead reviews quality performance data, identifies trends and risks, and provides insights that support improvements in patient experience, regulatory compliance, and operational effectiveness. This role focuses on quality program support, analysis, and monitoring.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all the duties that may be assigned.
Support the development, refinement, and documentation of the PCC quality monitoring framework, scorecards, evaluation criteria, and related standards.
Ensure evaluation tools remain aligned with evolving workflows, access standards, regulatory requirements, and patient experience expectations.
Analyze QA monitoring results to identify trends, performance gaps, compliance risks, and opportunities for improvement.
Partner with QA Leadership, Operations, Training, Workforce Management, and Compliance to support quality improvement initiatives.
SUPERVISORY RESPONSIBILITIES
None.
QUALIFICATIONS
EDUCATION: High Scholl Diploma/GED or equivalent required. Bachelor’s degree in business, Healthcare Administration, or related field preferred
EXPERIENCE
KNOWLEDGE, SKILLS, AND ABILITIES
TYPICAL WORKING CONDITIONS
OTHER PHYSICAL REQUIREMENTS
