Lead quality assurance and training programs supporting U.S. healthcare operations.
Develop and maintain standardized onboarding and certification programs for claims and/or contact center teams.
Conduct QA audits, side‑by‑side coaching, and training sessions to improve operational performance.
Support underperforming teams through targeted training and QA interventions.
Establish and maintain QA scorecards and ensure consistent scoring standards.
Participate in internal and client-facing calibration sessions to align quality expectations.
Analyze QA trends and identify root causes for errors, performance gaps, and training needs.
Partner with Operations leaders to implement improvement initiatives.
Track and report QA performance, training completion, and certification results.
Ensure training and QA processes comply with HIPAA and client-specific requirements.

Minimum 5–7 years of experience in U.S. healthcare operations, particularly claims adjudication.
At least 2–3 years in a QA, training, or quality leadership role.
Strong knowledge of U.S. healthcare claims processing (Professional and/or Institutional).
Experience conducting QA audits and facilitating training or coaching sessions.
Ability to analyze quality trends and implement corrective training initiatives.
Strong communication skills and ability to collaborate with operations leaders and U.S. stakeholders.
Experience working in a healthcare BPO or offshore support environment is preferred.

QA & Training Manager – US Healthcare Operations

Key skills