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Manager Quality Assurance

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Our QA organization is looking to diversify, grow, innovate and serve, and we are looking for committed, empowered learning-oriented leaders to join our team. If this describes you, we want to speak with you.

The Manager Service QA duties include, but are not limited to:
  • Responsible for managing all quality operational activities related to Call Centers both Commercial and Medicare as well as any vendors. This includes ensuring accurate and timely identification of issues and analysis of results.
  • Manages the department to achieve divisional goals and standards related to the design, collection, maintenance, and preparation of customized detailed root cause analysis reports and error trends for operational teams.
  • Controls department inventory levels by monitoring incoming volumes, productivity, and staffing.
  • Meets regularly with internal business partners to assist in problem solving, providing root cause analyses, and maintains the operational voice to reinforce good quality performance, while immediately raising and solution for bad quality performance.
  • Actively manages professional development of direct reports and provides motivation, recognition, and leadership through coaching, counseling, and performance appraisals.
  • Provides collaborative support to business areas on their strategies to enable them to attain their quality goals and improve processes around the Customer Experience.
  • Develops and/or modifies departmental policies and procedures to meet business requirements. Ensures changes are communicated to all affected areas.
  • Ensures that statistical, spreadsheet, and software is utilized to maximize the effectiveness of operational quality services.
  • Perform other duties as assigned.

  • Minimum of 5 years equivalent Operations business experience in customer centric transactional organization. Preferred Bachelor degree in business, finance or related discipline.
  • Minimum of five years’ experience in leadership type roll or related experience
  • Prior related Customer/Provider Service experience preferred.
  • Expertise in root cause analysis and application and management of root cause analysis
  • Proven record of leading cross functional efforts to develop and improve processes and metrics
  • Data driven with a commitment to process improvement
  • Strong analytical, decision making, and problem-solving skills
  • Excellent communication and presentation skills with attention to detail
  • Ability to prioritize and organize work in a multitasked environment
  • Must foster an inclusive work environment and value all aspects of diversity

About Our Company

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.


At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations.  For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

Equal Employment Opportunity

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability. 

Agency Disclaimer

All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process. 

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