QA Leader: Healthcare Compliance & Improvement

Southeastrans, Inc.; Madison (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Southeastrans, Inc. in Wisconsin seeks a Quality Assurance Manager to oversee QA, complaints, and grievances for the Wisconsin NEMT contract, ensuring compliance with contractual and regulatory standards while promoting member outcomes.

You will lead QA across call center operations, provider networks, and service delivery, manage investigations and corrective actions, and report results to executive leadership and Department representatives.

Qualifications

• Strong expertise in quality assurance, complaints management, grievance resolution and continuous improvement within a regulated service environment.
• Ability to analyze operational, service, quality, and performance data to identify trends, risks, root causes, and opportunities for improvement.
• Experience developing, implementing, and monitoring corrective action plans across multiple operational areas.
• Strong leadership and supervisory skills with experience guiding teams and cross-functional collaboration.
• Excellent written and verbal communication skills for executive-level reporting and stakeholder engagement.
• Attention to detail and ability to maintain documentation accuracy in a high-volume environment.

Responsibilities

• Establish, implement, and maintain quality assurance objectives, policies, procedures, and performance standards.
• Direct QA activities across call center operations, provider network performance, service delivery, complaints, grievances, and member experience programs.
• Manage complaint and grievance intake, investigation, resolution, documentation, and reporting.
• Review and analyze quality monitoring data, call assessments, and performance indicators to identify improvement opportunities.
• Conduct root-cause analyses to develop corrective and preventive action strategies.
• Develop and monitor corrective action plans in collaboration with multiple departments.
• Prepare quality performance reports and present findings to leadership and Department representatives.
• Supervise QA staff, including coaching, training, and performance evaluations.

Skills

Quality assurance

Complaints management

Root cause analysis

Leadership

Documentation

Education

Bachelor's Degree in Business Administration

Tools

MS Office

Data reporting tools

BI applications

Job description

Southeastrans, Inc. in Wisconsin seeks a Quality Assurance Manager to oversee QA, complaints, and grievances for the Wisconsin NEMT contract, ensuring compliance with contractual and regulatory standards while promoting member outcomes.

You will lead QA across call center operations, provider networks, and service delivery, manage investigations and corrective actions, and report results to executive leadership and Department representatives.