Senior QA Leader, Dental Shared Services (Hybrid)

Sunlife; Baltimore (MD); Hybrid; USD 76,000 - 115,000; Full time

Benefits offered by this job

Vacation and sick time

Paid family leave

Medical coverage

Life insurance

AD&D insurance

Disability programs

401(k) match

Stock purchase plan

Sabbatical program

Job summary

Sun Life is seeking a Sr. Manager, Quality Assurance to lead QA across Dental Shared Services. You will drive quality monitoring, audits, calibration, reporting, and improvements with cross-functional partners including Operations, Compliance, Training, and Technology.

You will coach QA leaders, analyze trends, and implement corrective actions while managing client and regulatory audits and driving automation and enhanced reporting initiatives.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent work experience.
• Seven or more years of progressive experience in quality assurance, healthcare operations, dental operations, contact center operations, claims, compliance, or related business operations.
• Three or more years of leadership or people management experience, preferably in a quality assurance, operations, or shared services environment.

Responsibilities

• Manage day-to-day execution and continuous improvement of QA programs across Dental Shared Services and supported functions.
• Establish and maintain audit procedures, sampling approaches, quality standards, calibration routines, and reporting practices.
• Lead, coach, and develop quality leaders and professionals with clear expectations and accountability.
• Analyze quality results, disputes, appeals, re-audits, and trends to identify root causes and improvement opportunities.
• Coordinate quality support for internal, regulatory, and client audits; prepare evidence and response plans.

Skills

Quality monitoring

Audit

Calibration

Reporting

Root cause analysis

Performance improvement

Cross-functional collaboration

Leadership

Education

Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field

Tools

Excel

PowerPoint

Word

Outlook

SharePoint

Teams

AWS Contact Lens

Job description

Sun Life is seeking a Sr. Manager, Quality Assurance to lead QA across Dental Shared Services. You will drive quality monitoring, audits, calibration, reporting, and improvements with cross-functional partners including Operations, Compliance, Training, and Technology.

You will coach QA leaders, analyze trends, and implement corrective actions while managing client and regulatory audits and driving automation and enhanced reporting initiatives.