Remote Quality Operations Manager - Central Support

Sharecare; City of Albany (NY); Remote; USD 95,000 - 135,000; Full time

Job summary

Sharecare is seeking a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. You will partner with peer managers to ensure turnaround times and backlogs meet targets and drive exceptional client satisfaction.

You will support field operations, collaborate with partner teams, and coordinate development, evaluation, and success of these teams. The role emphasizes onboarding, training, performance coaching, and proactive process improvement,

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Minimum 5 years’ Medical Records experience preferred.
• Minimum 1 year management experience or 2 years lead experience preferred.
• Minimum 2 years training experience.
• Experience with Microsoft Suite, Visio, CRM, Power BI, and Workday.
• CRIS certification required.

Responsibilities

• Maintain target turnaround times across all Central Operations queues.
• Provide support and handle urgent production and technical issues.
• Manage onboarding and ongoing training for new hires.
• Track performance using established tools and provide visibility to the team.
• Coach reports with ongoing feedback and development plans.
• Address challenges impacting performance with leadership and HR.
• Identify development opportunities and support succession planning.
• Review and update processes and documentation regularly.
• Improve operational excellence processes and documentation.
• Drive a collaborative culture across Sharecare colleagues.
• Mentor behaviors aligned with Sharecare competencies.

Skills

Active listening

Emotional intelligence

Interpersonal skills

Coaching and feedback

Cross-functional collaboration

High-pressure communication

Education

Bachelor’s degree or equivalent

CRIS certification

Tools

Microsoft Office

Visio

CRM

Power BI

Workday

Job description

Sharecare is seeking a Quality Support Manager to oversee Leads and Specialists across three remote Central Operations queues. You will partner with peer managers to ensure turnaround times and backlogs meet targets and drive exceptional client satisfaction.

You will support field operations, collaborate with partner teams, and coordinate development, evaluation, and success of these teams. The role emphasizes onboarding, training, performance coaching, and proactive process improvement,