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 present insights to senior leadership.

Highest-signal resume keywords

Quality Assurance Program ManagementAudit Methodology and ComplianceTeam Leadership and DevelopmentQuality Analytics and ReportingRegulatory Audit Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MonitoringRoot Cause AnalysisCorrective Action PlanningPerformance Improvement PracticesAudit StrategyCalibration ProcessesSpeech AnalyticsCall Recording ToolsDashboard ReportingHealthcare Operations

Soft Skills

Analytical Problem-SolvingOrganizational SkillsWritten and Oral CommunicationInfluencing Without AuthorityCollaboration

Tools & Technologies

Microsoft OfficeExcelPowerPointWordOutlookSharePointTeamsAWS Contact LensContact Center PlatformsQuality Analytics Tools

Industry Keywords

Healthcare OperationsDental OperationsContact Center OperationsMedicaidMedicare AdvantageRegulated Healthcare ProgramsBPO PartnershipsClient AuditsComplianceContinuous Improvement

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
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, client meetings, and responses to inquiries
Support internal, external, regulatory, and client audits by coordinating evidence, management action plans, remediation, and audit findings
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 connecting 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 partnerships across Operations, Compliance, Training, Technology, Client Engagement, and vendor teams
Ability to lead through change, implement new processes, and support technology-enabled transformation
Proficiency with Microsoft Office, including Excel, PowerPoint, Word, Outlook, SharePoint, and Teams

Benefits

Comp & perks

Discretionary annual incentive award based on individual and business performance
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