Operations QA Manager

ConnectiveRx

Manager, Operations Quality Assurance at ConnectiveRx overseeing QA processes and performance improvement initiatives. Leading a team while collaborating with operations and client teams to enhance service quality.

Posted 6/19/2026full-timePittsburgh • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $70,600 - $103,000 per yearWebsite

About the role

Key responsibilities & impact

Manage Operations Quality Assurance methodologies and processes to produce data and insights that drive performance improvement of operations teams
Implement and continuously refine quality monitoring processes, standards, and reporting to be used by cross-functional departments to drive alignment with agreed operational procedures, program business rules, and SLAs
Maintain collaborative relationships with managers and staff from Operations teams, as well as peers from client program teams, to increase receptivity and adherence to defined processes and procedures
Supervise, coach, mentor, and develop a team of Operations Quality Assurance Associates, including management of PTO, scheduling, payroll/timesheets, performance management, performance reviews, and individual development plans
Responsible for all people management activities for the team, including hiring, training, onboarding, goal setting, performance management, and development
Oversee the daily workflow and schedules of the department
Motivate and develop teams to monitor and drive consistent quality, efficiency, and enhanced customer experience levels that meet defined quality standards
Produce and refine regular reporting and performance dashboards to be shared with Operations, Program Management, Account Management, and other internal business leaders, as well as directly with clients in QBRs and other forums, to provide insight into current quality performance levels within operations teams
Execute agreed-upon tools and approaches to analyze Quality Assurance data to detect performance trends, process or training gaps, service improvements, and efficiency opportunities
Based on quantitative insights developed through analysis, develop recommended remediation actions or initiatives to drive improvements in operations quality performance levels
Conduct regular forums with operations and program leaders to communicate performance improvement recommendations and partner with various departments to assist in implementing identified improvements
Present insights and recommendations for quality performance improvement to operations leaders, associates, and client representatives, as appropriate
Assist with department and Enterprise Quality special projects as required
Assist with Buy & Bill/Affordability, Hub, and local functional projects as appropriate
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Quality, Healthcare, or a related field, or 9 years of Quality Assurance or quality analyst experience within operations
Six Sigma certification preferred
At least 5–7 years in a quality assurance or quality analyst role within an operations environment
At least 1 year in a people leadership role, demonstrating knowledge and skills in managing team productivity and leading cross-functional teams
Solid understanding of data generation and analysis principles
Strong knowledge of quality assurance and training methodologies
Knowledge of healthcare operations management in call center, claims processing, and/or benefits investigation environments

Benefits

Comp & perks

Comprehensive benefits, including medical, dental, vision, life, and disability insurance
Flexible paid time off (PTO) policy covering sick days, personal days, and vacations
Eight standard company holidays and three floating holidays annually
Participation in the company’s 401(k) plan with employer contributions where applicable

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality AssuranceData AnalysisPerformance ManagementQuality MonitoringReportingProcess ImprovementTraining MethodologiesPerformance DashboardsWorkflow ManagementRemediation Actions

Soft Skills

CoachingMentoringTeam DevelopmentCollaborationCommunicationMotivationLeadershipProblem SolvingInterpersonal SkillsGoal Setting

Certifications

Six Sigma