Senior QA Leader, Dental Shared Services (Hybrid)

Sun Life; Hartford (CT); Hybrid; USD 76,000 - 115,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) match

Flexible, hybrid work

Job summary

Sun Life U.S. is seeking a Sr. Manager, Quality Assurance to lead QA across Dental Shared Services, ensuring rigorous quality monitoring, audits, and continuous improvement. The role collaborates with Operations, Compliance, Training, and BPO partners to strengthen controls and improve outcomes.

The position requires 7+ years of QA/healthcare operations experience and 3+ years of leadership, with strong analytics and stakeholder management. Hybrid work model and competitive benefits are offered.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years of progressive experience in quality assurance, healthcare operations, dental operations, contact center operations, claims, compliance, or related business operations.
• 3+ years of leadership or people management experience, preferably in a QA/operations/shared services environment.
• Experience supporting government, commercial, Medicaid, Medicare Advantage, or other regulated healthcare programs preferred.
• Strong knowledge of quality monitoring, audit methodology, calibration, root cause analysis, corrective action planning, internal controls, and performance improvement practices.
• Experience working with BPO partners, client audits, regulatory audits, and cross-functional operational teams preferred.
• Experience with reporting, dashboards, quality analytics, speech analytics, call recording tools, contact center platforms, or AWS Contact Lens preferred.
• Sound business judgment with the ability to connect quality performance to client, compliance, operational, and financial outcomes.
• Strong people leadership, coaching, performance management, and talent development skills.
• Excellent analytical and problem-solving capabilities, with the ability to interpret data, identify trends, determine root causes, and recommend practical solutions.
• Strong written and verbal communication skills, including the ability to present findings, risks, and recommendations to leaders, clients, and cross-functional audiences.
• Strong project management, prioritization, and organizational skills, with the ability to manage multiple workstreams, deadlines, and competing priorities.
• Ability to influence without direct authority and build effective partnerships across Operations, Compliance, Training, Technology, Client Engagement, and vendor teams.
• Demonstrated ability to lead teams through change, implement standardized processes, and support technology-enabled transformation.
• High attention to detail and commitment to accuracy, compliance, confidentiality, and ethical business practices.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, Outlook, SharePoint, and Teams.

Responsibilities

• Manage the day-to-day execution and continuous improvement of quality assurance programs across Dental Shared Services and supported operational functions, including Contact Center, Claims, Utilization Management, Provider Operations, Complaints and Grievances, Member Enrollment, Intake and Digital Services, and Vision operations.
• Establish and maintain audit procedures, sampling approaches, quality standards, calibration routines, and reporting practices aligned with contractual, regulatory, client, and internal control requirements.
• Lead, coach, and develop quality leaders and professionals by setting clear expectations, balancing workloads, monitoring productivity and accuracy, and supporting engagement, accountability, and career development.
• Analyze quality results, disputes, appeals, re-audits, and operational trends to identify root causes, emerging risks, and practical opportunities for improvement.
• Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, Technology, and BPO leadership to develop and monitor corrective actions, coaching plans, training updates, and sustainable performance improvements.
• Manage client audit and calibration activities, including call and case selection, audit review, documentation preparation, meeting participation, follow-up, and timely response to client or regulatory inquiries.
• Coordinate quality support for internal, external, regulatory, and client audits; prepare evidence, contribute to management action plans, validate remediation, and track findings through closure.
• Implement quality improvement and technology initiatives, including automation, speech analytics, AWS Contact Lens, end-to-end review models, enhanced reporting, and expanded quality monitoring capabilities.
• Assess staffing, capacity, audit volumes, and competing priorities; recommend resource adjustments that support required coverage, service commitments, and cost-effective delivery.
• Maintain enhanced oversight for high-risk, high-profile, and penalty-impacting clients through targeted audit criteria, clear escalation paths, and proactive communication routines.
• Represent Quality Assurance in cross-functional forums, operational readiness activities, transformation projects, vendor discussions, compliance meetings, and leadership reviews.
• Prepare and present quality results, risks, recommendations, and improvement plans to business leaders, clients, and cross-functional partners.
• Promote a culture of accountability, compliance, continuous improvement, collaboration, and client-focused service delivery.
• Perform other duties as assigned.

Skills

Quality assurance

Leadership

Data analysis

Root cause analysis

Performance improvement

Communication

Project management

Stakeholder management

Change management

Collaboration

Problem solving

Education

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

Tools

Excel

PowerPoint

Word

Outlook

SharePoint

Teams

Job description

Sun Life U.S. is seeking a Sr. Manager, Quality Assurance to lead QA across Dental Shared Services, ensuring rigorous quality monitoring, audits, and continuous improvement. The role collaborates with Operations, Compliance, Training, and BPO partners to strengthen controls and improve outcomes.

The position requires 7+ years of QA/healthcare operations experience and 3+ years of leadership, with strong analytics and stakeholder management. Hybrid work model and competitive benefits are offered.