Quality and Process Improvement Lead

Serves as the vital bridge between internal operations and our clients, ensuring strict compliance with complex client parameters while safeguarding quality standards. By proactively analyzing audit trends and leading calibration efforts, this role mitigates operational risk, optimizes outcomes, and drives continuous process improvements, including targeted machine learning integration. Ultimately, the position elevates client trust, strengthens internal team capability, and protects organizational revenue through consistent, high-accuracy service delivery.

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.

• Partner directly with client auditors through monthly review calls and calibration sessions to maintain operational alignment, clarify expectations, and minimize scoring variance.
• Manage a monthly case sample selection from reconciliation reports using audit criteria, logging scores and deduction points in the designated client portal.
• Lead the end-to-end audit rebuttal process, investigating findings and presenting timely, data-backed appeals to the client.
• Maintain, analyze, and upload quality metrics and audit insights within the client portal to ensure real-time visibility into compliance trends and team performance.
• Lead in‑person client touchpoints and strategic business reviews to strengthen trust, align on evolving compliance standards, and reinforce partner satisfaction.

• Facilitate regular coaching sessions with the internal QA team to communicate updated client specifications, scoring parameters, and quality standards.
• Analyze audit trends alongside internal leadership to identify root causes of quality gaps and recommend actionable process solutions.
• Oversee post‑audit action plans, tracking and driving the implementation of process updates and machine learning (ML) enhancements to measurably improve audit performance.

• Collaborate with Machine Learning, the client, and operational teams to translate findings and client feedback into actionable automation rules, driving continuous model accuracy and operational efficiency.
• Validate new machine learning automations and tool features against live sample data before full rollout to ensure they meet client quality benchmarks.
• Establish and conduct internal calibration sessions across the QA team to ensure baseline consistency and eliminate scoring variances before reports are client‑facing.
• Document new audit methodologies, case guidelines, and client‑specific business rules into standardized operating procedures (SOPs) for onboarding and retraining.
• Design Corrective and Preventive Action (CAPA) protocols for recurring high‑severity errors or systematic compliance failures.

You’re someone who naturally looks for ways to make things better. You bring a thoughtful, detail‑oriented approach to reviewing client cases, with the ability to spot both individual issues and larger patterns or opportunities for improvement.

You’re comfortable asking questions, digging into the “why” behind an issue, and using good judgment to determine what needs to change. You communicate your findings clearly and turn them into practical recommendations that the QA team can use to improve workflows.

You take…