Quality Assurance Manager

TN - Brentwood Physical
Corporate Headquarters
5410 Maryland Way
Ste 301
Brentwood, TN 37027, USA

The Quality Assurance Manager is responsible for leading and evolving the quality program within the Monogram Health Call Center. This role ensures that day‑to‑day team performance aligns with broader organizational goals related to patient experience, operational excellence, compliance, and performance outcomes.

The ideal candidate is an experienced leader who can translate business priorities into measurable team expectations, use reporting and analytics to drive performance improvements, and foster a culture of accountability, collaboration, and continuous improvement.

• Connect enterprise and department strategic objectives to daily QA activities, workflows, and individual team performance expectations.
• Drive operational consistency and quality standards to support excellent patient experience.
• Foster a culture of quality and continuous improvement by celebrating excellence, sharing best practices, and partnering with leadership to close performance gaps.
• Partner closely with Operations, Training, Patient Experience, and other enterprise stakeholders to ensure alignment on quality standards and business priorities.
• Leverage QA scorecards, operational metrics, reporting dashboards, and trend analysis to inform business decisions and improve outcomes.
• Monitor and analyze quality, productivity, and patient experience metrics to identify performance gaps and opportunities.
• Present actionable insights and recommendations to leadership in a clear, concise manner.
• Utilize data to proactively address risks, improve workflows, and support organizational priorities.
• Lead, coach, and develop a team of QA professionals with a strong focus on accountability, consistency, and professional growth.
• Establish and maintain high performance standards across the team.
• Effectively manage performance issues, including providing direct feedback, coaching plans, escalations, and corrective actions when needed.
• Foster a culture of ownership, transparency, and continuous improvement.
• Delegate responsibilities appropriately while maintaining visibility into team performance and deliverables.

• High school diploma or GED required. Bachelor’s degree preferred.
• Minimum of four (4) years of experience, which includes one (1) year of lead or supervisory experience, in a Quality Assurance, Call Center operations, Patient Experience, or related field in a healthcare environment.
• Analytical and reporting skills with experience using QA platforms, dashboards, and performance metrics.
• Proven ability to lead high‑performing teams and effectively manage underperformance through communication, coaching, and interpersonal skills.
• Ability to prioritize, delegate, and execute effectively in a dynamic environment.
• Proficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign); familiarity with Figma, Canva, or other.
• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer‑paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401(k) with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and Benefit Hub for employee discounts

Equal Opportunity Employer
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