Quality Assurance Manager

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients. 

ABOUT THE ROLE 

The Quality Assurance Manager is responsible for building, implementing, and managing a comprehensive Quality Assurance program from the ground up, ensuring exceptional service across all call center functions and channels. This role is pivotal in creating and maintaining scalable QA processes, including developing quality scorecards tailored to multiple lines of business, encompassing interactions and operations tasks such as insurance verification, referrals, and scheduling. The Quality Assurance Manager will bring a highly analytical, data-driven, curios, and committed focus to root cause analysis and process improvement, bringing a proactive approach and passion for enhancing the patient, provider, and partner experiences.

WHAT YOU’LL DO 

Program Development & Implementation

• Develop and implement a scalable, comprehensive Quality Assurance program across multiple lines of business and channels.

• Create and maintain QA scorecards for evaluating interactions and task execution, ensuring consistent monitoring and feedback.

• Establish and document standard operating procedures and best practices within the QA function.

• Develop auditing processes to support onboarding, training, and nesting of new hires, ensuring adherence to quality standards.

Monitoring & Continuous Improvement

• Conduct regular audits and evaluations of interactions and task execution across phone, chat, and email.

• Analyze patient, partner, and provider feedback to identify trends, behaviors, and areas for improvement.

• Provide detailed reporting and insights to call center leaders, highlighting opportunities for performance enhancement.

• Implement tracking and reporting mechanisms to communicate quality scores consistently to stakeholders.

Collaboration & Feedback

• Lead and manage monthly, quarterly, and annual performance reviews across all call center lines of business, ensuring consistent quality standards, actionable feedback, trend analysis, and alignment with departmental and organizational goals.

• Collaborate with call center leaders to develop action plans based on QA findings, ensuring consistent coaching and performance improvement.

• Partner with leadership to develop scripting and communication guidelines, emphasizing empathy, positive language, and retention-focused interactions.

• Participate actively in meetings and workgroups to maintain alignment with operational goals and workflow changes.

• Support training initiatives by collaborating on onboarding materials, upskilling content, and process documentation

Process & Workflow Optimization

• Recommend process enhancements, workflow improvements, and training initiatives based on QA insights.

• Conduct functional assessments and time studies to establish productivity standards and benchmarks.

• Review and communicate variations in processes, ensuring compliance with HIPAA regulations and organizational policies.

• Performs other duties as needed

WHAT WE’RE LOOKING FOR 

•  Minimum of 1 year of progressive call center experience with an additional 2+ years in quality assurance roles with at least 1 year in a quality assurance leadership role within a contact center environment, preferably in healthcare or behavioral health.

• Proven experience building and leading a Quality Assurance function, including scorecard development, auditing, and reporting.

• Strong proficiency in cloud-based contact center phone systems, specifically Genesys, with demonstrated experience leveraging system reporting, call recordings, and analytics to support quality monitoring and performance improvement initiatives.

• Exceptional analytical skills with proficiency in tracking, interpreting, and reporting quality metrics, performance trends, and root cause analysis.

• Demonstrated success in identifying, documenting, tracking, and resolving performance issues and process inefficiencies.

• Strong technical skills, including advanced proficiency with spreadsheet tools, reporting platforms, and CRM systems; EHR experience is a plus.

• Effective communicator and collaborator with the ability to build strong relationships across diverse teams and stakeholders.

• Experience developing and documenting policies, procedures, and training materials.

• Passionate about patient experience, empathy-driven communication, and retention-focused service delivery.

POSITION LOGISTICS 

• Position is 100% Remote

• Reports to Director, Call Center Operations

COMPENSATION AND BENEFITS 

• The pay range for this role is $76,000 - $94,000 per year. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law. 

• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions 

• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays 

• 401k 

Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be firstname.lastname@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.