QAB Supervisor

SUMMARY

The Quality Assurance Business Supervisor is responsible for the daily oversight, coordination, and performance of the QAB team. This role ensures the accurate and timely completion of benefit configuration, quality assurance activities, and operational support while promoting continuous improvement and operational excellence. The supervisor serves as the first point of leadership for the QAB team, providing coaching, workload management, process oversight, and cross-functional collaboration with Client Success, Operations, and other internal departments.

This position plays a critical role in maintaining service quality, meeting client expectations, and supporting organizational growth.

The Quality Assurance Business Supervisor is responsible for the daily oversight, coordination, and performance of the QAB team. This role ensures the accurate and timely completion of benefit configuration, quality assurance activities, and operational support while promoting continuous improvement and operational excellence. The supervisor serves as the first point of leadership for the QAB team, providing coaching, workload management, process oversight, and cross-functional collaboration with Client Success, Operations, and other internal departments.

This position plays a critical role in maintaining service quality, meeting client expectations, and supporting organizational growth.

• Provide day-to-day leadership and direction to the QAB team.
• Monitor team workload and distribute assignments to ensure timely completion of priorities.
• Coach, mentor, and develop team members through regular feedback and performance discussions.
• Conduct one-on-one meetings and support annual performance evaluations.
• Assist with onboarding and training of new employees.
• Foster a collaborative, accountable, and client-focused team culture.
• Oversee quality assurance processes related to benefit setup and maintenance.
• Ensure accuracy, completeness, and compliance with internal standards and client requirements.
• Monitor departmental productivity, turnaround times, and service level expectations.
• Identify workflow bottlenecks and implement process improvements to increase efficiency and quality.
• Develop and maintain departmental documentation, standard operating procedures, and best practices.
• Partner with Account Managers to ensure successful execution of client requests.
• Support system enhancements, process changes, and organizational initiatives.
• Participate in project planning and operational improvement efforts.
• Monitor quality metrics and perform audits to ensure adherence to company standards.
• Identify trends, recurring issues, and opportunities for process improvement.
• Ensure departmental compliance with company policies, client requirements, and applicable regulatory standards.
• Recommend corrective actions and monitor implementation.
• Track departmental metrics including productivity, turnaround time, quality scores, and workload.
• Prepare reports and dashboards for leadership.
• Utilize performance data to identify opportunities for improvement and resource planning.
• Other duties as assigned.

• Bachelor’s degree or equivalent combination of education and experience.
• Account management or client services experience preferred.
• Supervisory of people experience
• Knowledge of PBM industry and healthcare experience.
• Highly proficient in Microsoft Office suite and specialized industry software solutions.
• Ability to apply data analytics, logic, and critical thinking to resolve complex problems.
• Project management skills
• Excellent organizational and time management skills
• Excellent verbal and written communication skills
• Ability to analyze, interpret and develop solutions effectively
• Ability to work both independently and in a team setting, with limited supervision
• Ability to work in a fast-paced environment

• Ability to sit for a minimum of (7) hours
• Ability to lift and/or move up to 20lbs
• Ability to multitask

We believe in taking care of our team. You'll enjoy a comprehensive benefits package designed to support your well-being and financial future:

• Comprehensive
  
  Health Benefits:
  
  Medical, Dental, Vision, Short-Term/Long-Term Disability Insurance, Life insurance.
• Time to Recharge:
  Paid vacation and holiday pay.
• Focus on Your Wellness:
  We offer a robust Employee Wellness Program.
• Invest in Your Future: 401(k) with a company match.
• Support System:
  Employee Assistance Program provides confidential support and counseling.
• Get Rewarded for Referring Great People:
  Employee referral program.

Pro Care Rx is an Equal Opportunity Employer.