Quality Assurance Business Analyst Supervisor - Contact Center Operations

Quality Assurance Supervisor

The Quality Assurance Supervisor leads Quality Monitoring execution across assigned Patient Access & Support Services programs, ensuring consistent application of quality standards, regulatory and contractual compliance, and alignment to defined Quality Monitoring frameworks.

The role is responsible for oversight of QAA performance, quality scoring consistency, risk identification, and escalation management, while partnering with Quality Monitoring leadership, Operations, and Training to drive program-level insights, calibration alignment, and continuous improvement.

Supervisors support the application of quality monitoring across channels, including leveraging dashboards and reporting tools for oversight and trend validation, while adhering to thresholds and governance defined by Quality Monitoring leadership.

Supervisors operate within quality monitoring frameworks, thresholds, and reporting structures defined by Quality Monitoring leadership and do not own the design of monitoring strategy, thresholds, or reporting outputs.

Key Responsibilities

• Provide day-to-day oversight and direction to QAAs across assigned programs, ensuring consistent execution of Quality Monitoring activities.
• Ensure accuracy, consistency, and defensibility of quality scoring through regular review, coaching, and calibration alignment.
• Monitor program-level quality performance and identify risks and trends within assigned programs for escalation and review.
• Escalate compliance risks (e.g., Adverse Events, Product Complaints, OIG-related risks) in accordance with defined procedures.
• Facilitate or support internal and client-facing calibration sessions, where applicable.
• Validate QAA insights and consolidate findings for escalation and inclusion in broader reporting and operational discussions.
• Partner with Operations and Training to address identified gaps and ensure appropriate follow-up actions are implemented.
• Support quality reporting by providing validated inputs and ensuring alignment to established frameworks.
• Utilize dashboards and reporting tools to support oversight, validation, and trend review activities, in alignment with thresholds defined by Quality Monitoring leadership.
• Utilize dashboards for insight validation and oversight; does not define thresholds, reporting logic, or dashboard design.
• Ensure audit readiness through appropriate documentation, process adherence, and response support during audits or client reviews.

Required Qualifications

• Bachelor's degree in a related field (e.g., Healthcare, Life Sciences, Business, Quality Management, or a similar discipline), or equivalent relevant experience.
• Minimum of 3 years of experience in contact center, quality monitoring, quality assurance, or a related field.
• Demonstrated ability to lead or guide quality monitoring execution across programs or teams.
• Strong understanding of regulatory, contractual, and compliance requirements.
• Ability to assess, validate, and defend quality findings and program-level conclusions.
• Strong communication and stakeholder management skills.
• Ability to manage multiple programs, priorities, and team members effectively.
• Must reside in the United States.

Preferred Qualifications

• Supervisory experience.
• Familiarity with patient access and support services.
• Experience leading calibration sessions and driving scoring alignment across teams.
• Experience contributing to or leading quality trend analysis and program-level reporting.
• Ability to identify systemic risks and translate findings into actionable improvement plans.
• Familiarity with centralized quality platforms and reporting tools (e.g., NICE, Verint, dashboards, or data-driven monitoring environments).
• Experience supporting audits, client reviews, or quality governance activities.