Senior Quality Assurance Manager

Sun Life

. Manage day-to-day execution and continuous improvement of quality assurance programs across Dental Shared Services and supported operational functions .

Posted 10/30/2026full-timeUnited StatesSenior💰 $76,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance management, including audit procedures, quality monitoring, and performance improvement practices. Proven ability to lead teams, implement technology initiatives, and foster cross-functional collaboration to enhance operational outcomes.

Highest-signal resume keywords

Quality Assurance ManagementAudit MethodologyRoot Cause AnalysisLeadership ExperienceQuality Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MonitoringPerformance ImprovementCorrective Action PlanningInternal ControlsProject ManagementData AnalysisRegulatory ComplianceOperational Trends AnalysisCapacity AssessmentStaffing Recommendations

Soft Skills

CoachingProblem-SolvingCommunicationCollaborationInfluencing Without Authority

Tools & Technologies

AWS Contact LensSpeech AnalyticsCall Recording ToolsMicrosoft ExcelMicrosoft PowerPointMicrosoft WordMicrosoft OutlookMicrosoft SharePointMicrosoft TeamsDashboards

Industry Keywords

Healthcare OperationsDental OperationsContact Center OperationsGovernment ProgramsMedicaidMedicare AdvantageBPO PartnershipsCompliance StandardsQuality Assurance ProgramsClient Engagement

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Manage day-to-day execution and continuous improvement of quality assurance programs across Dental Shared Services and supported operational functions
Establish and maintain audit procedures, sampling approaches, quality standards, calibration routines, and reporting practices
Lead, coach, and develop quality leaders and professionals
Analyze quality results, disputes, appeals, re-audits, and operational trends to identify root causes, risks, and improvement opportunities
Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, Technology, and BPO leadership on corrective actions, coaching plans, training updates, and performance improvements
Manage client audit and calibration activities, including selection, review, documentation, meetings, follow-up, and responses to inquiries
Coordinate support for internal, external, regulatory, and client audits; prepare evidence, validate remediation, and track findings to closure
Implement quality improvement and technology initiatives, including automation, speech analytics, AWS Contact Lens, end-to-end review models, and enhanced reporting
Assess staffing, capacity, audit volumes, and priorities; recommend resource adjustments
Maintain enhanced oversight for high-risk, high-profile, and penalty-impacting clients
Represent Quality Assurance in cross-functional forums, readiness activities, transformation projects, vendor discussions, compliance meetings, and leadership reviews
Present quality results, risks, recommendations, and improvement plans to business leaders, clients, and cross-functional partners
Promote accountability, compliance, continuous improvement, collaboration, and client-focused service delivery

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent work experience
Seven or more years of progressive experience in quality assurance, healthcare operations, dental operations, contact center operations, claims, compliance, or related business operations
Three or more years of leadership or people management experience
Experience supporting government, commercial, Medicaid, Medicare Advantage, or other regulated healthcare programs preferred
Strong knowledge 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
Sound business judgment connecting quality performance to client, compliance, operational, and financial outcomes
Strong people leadership, coaching, performance management, and talent development skills
Excellent analytical and problem-solving capabilities
Strong written and verbal communication skills
Strong project management, prioritization, and organizational skills
Ability to influence without direct authority and build cross-functional partnerships
Demonstrated ability to lead teams through change, implement standardized processes, and support technology-enabled transformation
High attention to detail and commitment to accuracy, compliance, confidentiality, and ethical business practices
Proficiency with Microsoft Office applications, 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