Quality Assurance Manager

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Quality Assurance Manager at Hummingbird, you will oversee and support core quality assurance and coaching functions within our patient contact centers. This role involves developing strategic plans, overseeing technology implementation, ensuring compliance with regulatory requirements, and fostering collaboration across departments to drive operational excellence and continuous improvement.

You will be accountable for the development and maintenance of comprehensive QA and coaching program. You will lead a team of Quality Assurance Analysts and Coaches providing support services across one or multiple customers, with direct and indirect management responsibilities.

In a dyad leadership model, you will collaborate with the Conversational Intelligence team to coach agent performance, while also supporting the integration of CI insights to improve call quality and customer satisfaction.

Responsibilities

Operations Strategy and Management

• Execute operational strategies to enhance efficiency, optimize processes, and improve service delivery within quality assurance and coaching.

• Oversee the day-to-day management of QA, coaching and conversational intelligence program, ensuring alignment with organizational goals and objectives.

• Develop and implement strategic plans to integrate conversational intelligence insights into quality assurance practices and contact center workflows, driving improvements in agent-patient interactions.

• Lead initiatives to adopt new technologies and methodologies, ensuring they effectively enhance the quality and efficiency of support services.

• Monitor and refine quality assurance metrics and support the development of conversational intelligence frameworks to ensure they align with industry standards and drive actionable outcomes.

Performance Management and Reporting

• Prepare and present comprehensive performance analysis to senior leadership and stakeholders, providing insights and recommendations.

• Monitor KPIs related to QA and conversational intelligence to track effectiveness, identifying areas for improvement and implementing corrective actions.

• Oversee the implementation of new technologies, processes, and enhancements to ensure seamless integration and improved performance.

• Ensure that quality assurance and conversational intelligence reporting accurately reflects the performance of contact center services and drive strategic improvements within contact center teams.

• Implement QA audits  to ensure the accuracy and reliability of performance data.

Collaboration and Stakeholder Engagement

• Act as a liaison between the QA team and other departments, including conversational intelligence architects, IT, clinical staff, and contact center operations, to ensure effective communication and coordination.

• Engage with stakeholders to understand their needs, gather feedback, and implement strategies that drive satisfaction and operational excellence within QA.

• Partner with cross-functional teams to integrate QA and conversational intelligence insights into training programs, fostering a continuous feedback loop and enhancing overall contact center effectiveness.

• Communicate with performance transformation team to share insights, improve the Conversational Intelligence program and collaborate on program process improvements.

• Lead workshops and training sessions to share best practices and insights related to QA and conversational intelligence with internal teams and stakeholders.

Compliance and Continuous Improvement

• Ensure all QA and conversational intelligence processes and practices comply with regulatory requirements, company policies, and SLAs.

• Stay informed about industry trends, best practices, and advancements in quality assurance and conversational intelligence, integrating relevant updates into organizational practices.

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