Associate Director, Quality Assurance

Sun Life

. Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions .

Posted 9/24/2026full-timeUnited StatesSenior💰 $101,000 - $151,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance program design, execution, and governance within healthcare operations, with a strong focus on audit methodologies, performance improvement, and client engagement. Proven ability to lead teams, drive quality transformation initiatives, and effectively communicate insights to senior leadership.

Highest-signal resume keywords

Quality Assurance Program ManagementAudit Methodology and CalibrationRoot Cause AnalysisQuality Analytics and ReportingTeam Leadership and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MonitoringCorrective Action PlanningPerformance Improvement PracticesRegulatory ComplianceHealthcare OperationsDental OperationsContact Center OperationsClaims ManagementStrategic ThinkingAnalytical Problem-Solving

Soft Skills

Excellent Communication SkillsInfluencing Without AuthorityCollaborationOrganizational SkillsChange Management

Tools & Technologies

AWS Contact LensSpeech AnalyticsCall Recording ToolsMicrosoft Office SuiteDashboards

Industry Keywords

Healthcare ProgramsMedicaidMedicare AdvantageBPO PartnershipsClient Audits

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions
Oversee audit strategy, sampling methodology, quality standards, calibration processes, and reporting
Manage, coach, and develop a team of quality professionals
Monitor quality performance, audit results, trends, disputes, appeals, and re-audits to identify root causes and improvement opportunities
Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, and BPO leadership on action plans and performance improvements
Lead client audit and calibration activities, including call pulls, audit review, documentation, meetings, and responses to inquiries
Support internal, external, regulatory, and client audits by coordinating evidence, management action plans, remediation validation, and finding resolution
Drive quality transformation initiatives, including automation, speech analytics, AWS Contact Lens adoption, end-to-end review models, and enhanced reporting
Evaluate resource needs, staffing models, audit volumes, and operational priorities
Develop governance for high-risk, high-profile, and penalty-impacting clients
Represent Quality Assurance in cross-functional forums, readiness sessions, transformation projects, vendor discussions, compliance meetings, and leadership reviews
Present quality insights, trends, risks, recommendations, and improvement opportunities to senior leaders and business partners
Promote accountability, compliance, continuous improvement, collaboration, and client-focused service delivery
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree or equivalent work experience
5 years’ experience in quality assurance, healthcare operations, dental operations, contact center operations, claims, compliance, or related business operations
3 years’ experience in a supervisory/management role
Experience supporting government, commercial, Medicaid, Medicare Advantage, or regulated healthcare programs preferred
Strong understanding of quality monitoring, audit methodology, calibration, root cause analysis, corrective action planning, internal controls, and performance improvement practices
Experience working with BPO partners, client audits, regulatory audits, and cross-functional operational teams preferred
Experience with reporting, dashboards, quality analytics, speech analytics, call recording tools, contact center platforms, or AWS Contact Lens preferred
Strategic thinking with the ability to connect quality performance to business, client, compliance, and operational outcomes
Excellent analytical and problem-solving capabilities
Superior organizational, written and oral communication skills, particularly presentation skills
Ability to influence without direct authority and build effective partnerships across Operations, Compliance, Training, Technology, Client Engagement, and vendor teams
Demonstrated ability to lead through change, implement new processes, and support technology-enabled transformation
Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, Outlook, SharePoint, and Teams

Benefits

Comp & perks

Generous vacation and sick time
Paid family, parental and adoption leave
Medical coverage
Company-paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment
Career growth support
Discretionary annual incentive award based on individual and business performance