Senior Quality Assurance Lead - Dental Shared Services (Hybrid)

Sun Life; Wellesley (MA); Hybrid; USD 76,000 - 115,000; Full time

Benefits offered by this job

Generous vacation and sick time

Paid family, parental and adoption-lea

Medical coverage

Life and AD&D insurance

Disability programs

401(k) employer match

Stock purchase options

Flexible, inclusive environment

Job summary

Sun Life U.S. seeks a Sr. Manager of Quality Assurance to lead QA across Dental Shared Services, including audits, calibration, and reporting.

You will partner with Operations, Compliance, Training, and Technology to strengthen controls and improve outcomes for members, providers, clients, and the business. The role requires 7+ years in quality assurance or healthcare operations, with 3+ years in leadership, and a track record of driving continuous improvement in a regulated environment.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field.
• 7+ years of progressive quality assurance/healthcare operations experience.
• 3+ years of leadership experience in quality assurance or shared services.
• Experience supporting government, Medicaid, Medicare Advantage, or other regulated healthcare programs preferred.
• Strong knowledge of quality monitoring, audit methodology, calibration, root cause analysis, and performance improvement practices.
• Experience 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.
• Strong communication, leadership, and problem-solving capabilities.

Responsibilities

• Lead QA programs across Dental Shared Services and supported operations.
• Establish audits, sampling, and reporting aligned with requirements.
• Develop QA leaders and manage performance.
• Analyze quality results and trends to identify root causes and risks.
• Collaborate with cross-functional teams to drive improvements.
• Manage client audits and regulatory inquiries.
• Coordinate audits and remediation activities with stakeholders.
• Drive automation and analytics initiatives.

Skills

Quality monitoring

Audit methodology

Root cause analysis

Performance improvement

People leadership

Cross-functional collaboration

Regulatory audits

Quality analytics

Speech analytics

AWS Contact Lens

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office Suite

Job description

Sun Life U.S. seeks a Sr. Manager of Quality Assurance to lead QA across Dental Shared Services, including audits, calibration, and reporting.

You will partner with Operations, Compliance, Training, and Technology to strengthen controls and improve outcomes for members, providers, clients, and the business. The role requires 7+ years in quality assurance or healthcare operations, with 3+ years in leadership, and a track record of driving continuous improvement in a regulated environment.